Provider Support Specialist
Groups Recover Together
Patient Engagement Partner, PEP
St. Luke's University Health Network
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Answers incoming calls and performs scheduling, rescheduling, or canceling appointments within established time frames and protocols in a high volume Access Center environment.
- Determines how requests should be handled using expert questioning techniques and escalates calls to clinics or nurses when appropriate; coordinates services as needed.
- Verifies and updates patient demographic and insurance information.
- Creates a positive patient experience and attempts to resolve patient issues within the scope of the role.
- Manages and works referral work queues and provides supplemental inbound patient call support during high volume times.
- Uses judgment to prioritize and accommodate patients based on needs and actively participates as a team member in resolving problems.
- Escalates scheduling or insurance issues to the Patient Engagement Supervisor or Patient Engagement Manager.
- Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center.
- Works with designated clinical partners to establish and maintain appointment scheduling protocols and builds positive relationships.
- Other duties as assigned.
Requirements
- High School diploma or equivalent required.
- Previous general computer experience with data entry required.
- Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred.
- Previous healthcare experience with medical terminology preferred.
- Previous experience with electronic medical record (EMR) preferred.
- Ability to sit for extended periods (up to 8 hours); continual finger use; writing; computer entry; ability to hear normal conversation; and good general near and peripheral vision.
- Please complete application using full legal name and current home address and include employment history for the past seven (7) years.
