Primary Care Team Contact Associate

Job Title Apply for Job About NYC Health + Hospitals NYC Health + Hospitals/Jacobi is a 457-bed teaching hospital affiliated with the Albert Einstein College of Medicine. The facility has earned numerous Center of Excellence designations, accreditation, and recognition for its renowned Level 1 Trauma Center, Burn Center, Surgical Intensive Care Unit, regional Stroke Center, Snakebite Treatment Center, Breast Health Center, Bariatric Surgery Center, and Cancer Service. The facility also offers the region's only multi-person hyperbaric chamber, allowing up to nine patients to dive together at one time. Jacobi's Ambulatory Care Pavilion is a stunning complement to its inpatient acute care, allowing staff to provide patients with high-quality service in a modern, state-of-the-art environment. At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons. Work Shifts Shift: Monday through Friday 9:00 AM to 5:00 PM Hours Per Week: 37.5 Duties & Responsibilities Purpose of Position: Under the supervision of professional clinical staff, as part of the Primary Care Team, in an ambulatory care clinic, performs a variety of on-site clerical, administrative, and customer service functions to support providers, patients, families, care givers and community partners. Acts in compliance with NYC Health + Hospitals, health care setting, and other appropriate regulatory requirements and patient safety standards; performs related work. Examples of Typical Tasks: 1. Receives and filters incoming communication from patients via telephone, MyChart messaging and/or in-person, and documents calls and follow-ups in the electronic health record. 2. Answers routine inquiries of patients via telephone, MyChart messaging and/or in-person (i.e., test dates and follow-up appointments). 3. For clinically related questions, collects all relevant information from pertinent sources, such as the patient and the electronic health record information, and escalates questions to the appropriate care team member to ensure the patient receives a prompt and effective answer. 4. When unable to directly schedule an appointment for the patient, facilitates appointment request escalations from the Contact Center or other sources to appropriate departments for scheduling. 5. Receives inquiries from external agencies, such as a pharmacy or a provider outside of Health + Hospitals, collects all relevant information, and escalates the inquiry to the appropriate care team member. 6. Facilitates interactions with Home Care or other external agencies requiring signatures, order clarification, changes or requests for additional services by collecting the required information and sharing with the patient's provider. 7. Provides materials such as forms and letters for appropriate patient and/or provider needs. Assists patient with the completion of forms, letters, and other necessary documents as identified by the patient, family, or community partner, including reviewing the electronic health record to obtain information needed for requested forms. 8. Communicates straightforward messages from care team members (i.e., Primary Care Provider [PCP], nurse, practice manager) to patients (i.e., "Your doctor has refilled your medication"). 9. Contacts patients who are overdue for routine care or other care gaps for chronic disease and/or routine prevention and immunizations, and assists them in scheduling needed primary care, provider, lab or imaging appointment, as appropriate; informs or relates to patient information on additional tests or procedures required. 10. Maintains accurate files and relevant records; operates required Information Technology systems, including Epic. 11. Attends daily care team huddles, participates in staff departmental and interdisciplinary meetings and training, and performance improvement activities, as required. 12. During a declared emergency/disaster, may be reassigned to help support patients throughout the System. Minimum Qualifications 1. High school diploma or its educational equivalent, approved by a State's Department of Education or a recognized accrediting organization; and 2. Three (3) years of experience, performing non-licensed nursing support patient care activities, in an ambulatory care setting, including direct patient care, direct patient communication, and utilizing electronic medical records systems, and/or have experience as a medical assistant in a health care setting. Benefits NYC Health and Hospitals offers a competitive benefits package that includes: Comprehensive Health Benefits for employees hired to work 20+ hrs. per week Retirement Savings and Pension Plans Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts Loan Forgiveness Programs for eligible employees College tuition discounts and professional development opportunities College Savings Program Union Benefits for eligible titles Multiple employee discounts programs Commuter Benefits Programs How To Apply If you wish to apply for this position, please apply online.