Patient Engagement Specialist

Patient Engagement Center Position

The Patient Engagement Center is a fast-paced environment providing nurse triage to patients and handling a wide variety of patient and customer interactions and request for services through inbound and outbound calls. The Patient Engagement Center also assists Marketing with projects to shift payor mix and drive new business into the organization.

Minimum Requirements

Education

• High School Graduate

Experience

• Skills in use of personal computer for word processing and database applications.
• Strong typing skills 40wpm.

License/Registration/Certifications

• N/A

Preferred Requirements

Preferred Education

• N/A

Preferred Experience

• Two years recent hospital or medical experience preferred.
• Working knowledge of MS Outlook, Word and Excel preferred.
• Three years customer service experience with strong interpersonal skills preferred.
• Call Center experience preferred.

Preferred License/Registration/Certifications

• N/A

Core Job Responsibilities

• Manage large amounts of inbound and outbound calls accurately and efficiently. Collects information and responds to inquiries/questions from callers, physicians, hospital personnel and community service contracts in a professional and compassionate manner.
• Strives for one-call resolution by identifying customers' needs, clarifying information, researching out issues, providing solutions and/or alternatives and routing calls appropriately. Notifies appropriate personnel if follow up is required.
• Conduct telephonic outreaches for pre-screening high priority referrals that are time sensitive and self-referred potential clients of AccessHealth. Independently determine eligibility for AccessHealth via calculations using client financial information and the federal poverty guidelines. Accurately completes documentation in CareScope EMR. Provides alternate community resources to individuals who do not meet the qualifications for AccessHealth.
• Collects patient information for Regional Nurse On-Call and routes appropriately in EMR. Able to recognize keywords from callers to identify potential emergency situations and takes appropriate action in escalating the call to improve clinical outcomes. Appropriately follows directives as given by supervisor and/or Registered Nurse.
• Familiar with the general functionality and setup of MyChart patient portal to assist and educate patients in navigating through MyChart. Understanding when to escalate issues with individual MyChart accounts that require further attention from Coordinator and/or Epic team.
• Appropriately and compassionately handle family/friends regarding death notifications for a patient of Home Health or Hospice. Successfully notifies on-call nurse for Home Health and Hospice for patients/family members.
• Works in conjunction with the Marketing department to execute and achieve desired outcomes/goals for various CRM campaigns. Seize opportunities to educate callers on these various campaigns.
• Appropriately answers the Patient Help Line and Comment Line regarding patient and/or family issues/concerns/complaints; collects data, enters in EMR and routes to Guest Services for follow up or immediately notifies appropriate hospital personnel to resolve inpatient issues/concerns/complaints.
• Responsible for entering hourly updates regarding ED Wait Times in system that displays information on billboards throughout the community.
• Appropriately recognizes the need for interpreting services for non-English speaking patients. Identifies the caller's preferred language and effectively utilizes the telephonic language line interpreting service to ensure that callers are provided information in a caring and consistent manner. This type of effective communication between patients and the health care organization is vital to achieving access to quality care and ensuring good health outcomes.
• Responsible for paging physicians, nurses and other hospital personnel appropriately following after-hours protocols and on-call schedules.
• Completes telephone encounters for patients by entering phone notes, medication refill requests and/or scheduling office appointments in EMR and routes encounters as appropriate. Provides appointment and general information within specified departmental guidelines.
• Completes new patient requests forms and emails to appropriate physician offices.
• Participate in community-wide efforts to promote health and wellness through education and screenings.
• As requested, assists in short-term and long-term special projects as assigned by hospital administration.
• Serves as the front desk for Immediate Care Center physician practices 24/7. Answer caller's questions and provide other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Works directly with patients in setting up and scheduling Clockwise MD appointments for Immediate Care Center practices.
• Serves as the front desk and answering service for multiple Medical Group of the Carolinas physician network practices after-hours and on weekends.
• Reviews and ensures that all medical orders are compliant and meet government and hospital guidelines as well as clinical protocols. Assists with entering orders from an established protocol.
• Assists with entering, editing, and finalizing specified lab results that have been viewed by a Registered Nurse. Responsible for scanning and attaching documents to an existing order.
• Assists with maintaining metrics for reporting.
• Updates and maintains information in department data applications.
• Familiar with mail merge in Word to print and mail out bulk letters.
• Email HIPAA information via encryption to ensure patient privacy and to meet government and hospital guidelines.
• Assists Registered Nurses; identifies and communicates issues/concerns to supervisor as appropriate and in a timely manner.
• Ability to adapt to work that mandates frequent shifts in direction.
• Ability to quickly learn and implement new processes and protocols for new service lines and projects.
• Ability to adapt to changing workflow processes to meet the needs and goals of the organization.
• Shows respect and sensitivity for cultural differences among customers and co-workers.
• Clear understanding of departmental process flows, high level of customer service, and the ability to learn software technology required to support the staff and clients.
• Must be able to use Microsoft Office. Able to learn and utilize Excel spreadsheets. Ability to learn and proficiently utilize two separate EMR software systems.
• Excellent keyboarding/typing skills with a high degree of accuracy in inputting data.
• Always maintains positive relationships and collaboration with all healthcare team members across the spectrum.
• Must be able to prioritize.
• Assist with the promotion of patient care access, delivery of care and follow up care.
• Ability to maintain confidentiality and handle sensitive information.
• Must possess a positive attitude and work well as part of a team and independently.
• Performs other duties as assigned by supervisor.