Job Summary
Masters in exemplifying the importance of patient care connections through attributes of exceptional customer service, effective communication, and efficient navigation of the enterprise resources. Required to fulfill patient requests, according to specific service line and/or department directives. Extensive knowledge of service deliverables is continuously promoted to drive efficiencies in achieving one call resolution while ensuring patient satisfaction.
Essential Functions
• Work with clinicians and third parties to reach resolution of complex and escalated issues and patient needs.
• Assists with education and training needs of teammates.
• Exemplifies concierge level customer service.
• Utilizes a telephone answering platform to answer calls for multiple areas as indicated in efficient and effective manner using standard greetings for opening of call, content/protocols related to call and closing of the call.
• Maintains expert working knowledge of database applications while ensuring patient privacy.
• Works as a team player, while consistently achieving departmental goals and metrics.
• Facilitate patient requests in a safe manner.
• Engages active listening and critical thinking skills to identify caller needs and effectively processes all calls per appropriate service line guidelines.
Physical Requirements
Work consistently requires long periods of sitting, computer, and phone use. Work requires some walking, standing, lifting, reaching, bending, stooping, pushing, and pulling. Must be able to lift up to 30 pounds. Must have intact senses of sight, hearing, and touch. Must be able to speak and articulate clearly. Works in a fast-paced environment.
Education, Experience and Certifications
High School Diploma or GED required. Associates degree in healthcare related field
preferred. Medical, secretarial, and customer service experience required. 1 year in a
medical office or healthcare setting with experience in appointment scheduling and
managing patient phone calls required. Experience as CMA/RMA, MOA or in a call
center environment preferred.
Patient Population Served
Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to the ages, culture, developmental stages, and special needs of the patient population served.
Protected Health Information
• Will limit access to protected health information (PHI) to the information reasonably necessary to do the job.
• Will share information only on a need-to-know basis for work purposes.
• Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization. Computerized access to PHI for this job has been determined as described above and is controlled via user ID and password.
Machines, Tools, and Equipment
All related office equipment and supplies.
Atrium Health is one of the nation’s leading healthcare organizations, connecting patients with on-demand care, world-class specialists and the region’s largest primary care network. A recognized leader in healthcare delivery, quality and innovation, our foundation rests on providing clinically excellent and compassionate care.
We’ve been serving our community since 1940, when we opened our doors as Charlotte Memorial Hospital. Since then, our network has grown to include more than 40 hospitals and 900 care locations ranging from doctors’ offices to behavioral health centers to nursing homes.
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