Baystate Health

Call Center Representative

• Responds to physician BMP, Community Providers needs to ensure appropriate and timely access to care for patients.
• Provides prompt responses to requests for appointments and consults via telephone, fax and online portals in a professional, sensitive and courteous manner.
• Engages directly with patients to support timely, appropriate appointment scheduling.
• Responsible for providing accurate information to ensure correct clinic appointment type and duration has been assigned.
• Provides accurate documentation following all established processes and protocols. Utilizes Baystate clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
• Proficient in the following applications: CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I privledges and 3M as appropriate.
• Demonstrates use of quality/process improvement in daily activities.
• Engaged and Customer Focus.
• Maintain an accuracy rate for call processing for 1 - 2 practice locations.
• Achieves both departmental QA, customer service and Productivity standards.
• Able to work effectively in a team environment.
• Positively support and adopt to change and enhancements as needed.
• Types > 40 wpm.
• Able to adapt to fast paced, high energy department.
• Strong oral, written and interpersonal communication skills.
• Maintain strict standard of confidentiality.

Contact Center Representative

• Triage patients telephonically to facilitate access to appropriate level of care
• Assess needs, offer clinical options, and referrals to healthcare providers and community resources
• Promote wellness and informed decisions by providing health information and home care advice
• Ensure timely access to care and seamless coordination of services
• Collaborate with physicians and health team members
• Answer clinically related inbound calls
• Maintain current knowledge base including triage skills and policies
• Initiate all forms of communication for each encounter using accurate medical history and documentation
• Act as a patient advocate by resolving problems or communicating patient needs
• Serve as a resource to assigned scheduling team regarding clinical questions
• Proficient in using multiple computer applications including EMR and electronic medical records

RN, Contact Center Triage Nurse

Support Engineer

• Monitor the support queue
• Troubleshoot user issues
• Resolve tickets related to HR modules
• Collaborate with internal teams such as HR and IT
• Troubleshoot issues, diagnose problems, implement solutions, and assist with system updates or process improvements
• Execute Workday HCM transactions
• Generate reports
• Test new Workday features
• Provide user training or documentation

Workday Support Analyst

Compliance

• Delivering medical or behavioral health utilization management (UM) and coordination of care services to members
• Supporting the HNE mission by developing partnerships with and providing personal and accountable service to members and providers
• Managing all requirements around coding review for the department
• Ensuring that HNE operates within the policies, procedures, and regulations set forth by HNE and by state and federal laws
• Performing pre-authorization review utilizing criteria to determine appropriateness of requested services
• Assisting members and providers with transition of care, referral management, care coordination, and benefit management
• Developing and coordinating general compliance educational activities as directed by the Compliance Department

Contact Center Representative

RN, Contact Center Triage Nurse

Workday Support Analyst

Regulatory Nurse Specialist