Job Summary: Works from 3:00 pm to 11:00 pm, alternating weekends and holidays, providing diverse services to general and referral communities through Physician & Community Health Access (PCHA). Services include physician consultations, urgent calls related to the Cath Team, answering service duties, and post-discharge outreach. This role collaborates with internal and external physicians, clinical departments, discharged patients, community callers, and PCHA staff. Critical for severe weather conditions. Flexible schedule required, including days, evenings, nights, weekends, holidays, and during inclement weather. Emphasis on delivering exceptional customer service and teamwork.
Education/Experience: High school diploma or GED equivalent plus three years of experience in consumer services, with demonstrated problem-solving skills under stress. Preferred experience includes handling multiple calls in a stressful environment and working in a medical setting with knowledge of medical terminology.
Licensure, Certification, and/or Registration: Valid North Carolina driver's license.
Essential Functions:
- Handle inbound calls from referring physicians for Cardiology patient transfers, coordinating with relevant departments.
- Manage MD-to-MD phone consultations, documenting calls for tracking.
- Handle after-hours calls from Medical Center and Community Physician patients, directing to appropriate care.
- Coordinate activation of the Cardiac Cath Team and other emergent requests.
- Manage critical requests related to patient safety and clinical outcomes.
- Assist community callers with various needs.
- Facilitate communication of critical values between Radiology and physicians, meeting Joint Commission requirements.
- Conduct outbound calls to discharged patients to enhance satisfaction and identify potential issues.
- Perform other assigned duties.
Skills/Qualifications: Clear and calm telephone manner, excellent interpersonal skills, basic computer proficiency, ability to multitask with multiple software systems, typing speed of at least 45 words per minute, self-motivated, ability to maintain positivity, experience with physicians beneficial.
Work Environment: Clean, well-lit, comfortable environment with interruptions, occasional stressful situations, and moderate noise.
Physical Requirements: Varied activities including standing, walking, sitting, bending, reaching, dexterity, talking, hearing, and seeing. lifting up to 20 lbs. to 100 lbs. depending on the task
Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.
Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.
This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.
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