Job description
Job Description:
Under direct supervision of the Manager/Supervisor-Patient Access Call Center, coordinates continuity of care for patients and serves as a resource to the surrounding communities. Uses exceptional customer service practices and represents WellSpan in a professional and positive manner.
Duties and Responsibilities
Essential Accountabilities:
- Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when necessary.
- Provides exceptional customer service, at all times, by identifying and addressing caller needs in a professional, positive, and caring manner. Manages difficult and emotional calls in a calm and empathetic manner.
- Conducts patient interviews to collect accurate demographic information and documents caller’s inquiry within electronic health record for all five hospitals and their ancillary locations that include home health and diagnostic centers.
- Communicates well with departments throughout the health care system and uses appropriate resources available to provide general information to callers as needed.
- Understands and enters information based on the services being provided by each department. Follows all policies and procedures established with those departments.
- Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record – Epic for all five hospitals and their ancillary locations including home health and diagnostic centers. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
- Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
- Promotes the active engagement of all employees and supports recognition of staff accomplishments.
- Uses the secure messaging function to communicate to patients and/or departments.
- Uses appropriate resources available to provide general information to patients as needed.
- IF ASSIGNED TO HEALTHSOURCE CALL CENTER TEAM:
- The following are specific job accountabilities in addition to essential responsibilities:
- Coordinates continuity of care for patients between multiple healthcare providers such as physicians, skilled nursing facilities, hospitals, and community services using faxes, phone calls, emails, letters, and other electronic communications.
- Provides physician referral services to the community and schedules first appointment for the patient as needed for all five counties.
- Manages and completes scheduling and registration for community-based educational events completed within the organizational website, WellSpan.org, for all five hospitals and their ancillary locations that include various service lines.
- Manages various work queues within the Electronic Health Record – Epic for all five hospitals and their ancillary locations that include various service lines.
- Will recognize and collect any patient financial responsibility for community-based educational events during the scheduling and registration process.
- Understands that Patient Access community-based services will continue to expand.
- Coordinates with organizational marketing initiatives to ensure literature mailings are distributed to the community.
- Serves as a WellSpan representative at community events when requested.
- Provides MyWellSpan Portal navigation support.
- Assists in establishing and troubleshooting patient logins to their MyWellSpan Portal.
- Identifies and escalates system issues as appropriate.
- Provides all above aspects of customer service via chat.
- IF ASSIGNED TO VNA HOME HEALTH CALL CENTER TEAM:
- The following are specific job accountabilities in addition to essential responsibilities:
- Serves as main contact for home health patient/caregivers for their clinical needs.
- Triage the immediate need of each call and route to appropriate outlet for all home care branches across all five counties.
- Resolves or routes messages to appropriate outlet for patient inquires and needs.
- Coordinates continuity of care for patients between multiple healthcare providers such as physicians, skilled nursing facilities, hospitals, and the VNA using faxes, phone calls, emails, and other electronic communications.
- Maintains positive working relationships with VNA leadership, nursing staff, and office staff.
- Manages all incoming external documents. Names and indexes appropriately based on department standards.
- Manages process of initial intake of VNA home health documents that include; referrals, physician orders, medical records, legal forms, and any miscellaneous forms.
- Responds back to the ordering physician’s office with necessary information and instructions. This involves understanding the patient’s symptoms and/or physician’s orders, including diagnosis, physician verbiage and department specifications
Qualifications
- Minimum Experience:
- 3 - 6 months
- Min Field of Expertise Customer Service preferred, but not required.
- Minimum Education:
- High School Diploma or G.E.D.
- Physical Demands:
- Mostly sedentary work.
- Skills:
- Excellent communication and interpersonal skills.
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