Patient Services Rep-Medical Asst Lead

Overview

CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.

Responsibilities

Job Summary:

Candidates must live in or around Erlanger/Lexington Kentucky. While this postition is remote, you may be required to attend training or meetings on site.

CHI health starts out with one goal at our core- Excellent care, delivered with compassion, for all in need. Working with CHI Health provides employees with the opportunity to positively affect the health and well-being of entire communities. By uniting 'Healing and Humankindness' we work together with our physicians and health care experts to provide the best care experience to our patients and the communities we serve.

As part of the CHI Health team you'll work in a culturally diverse environment that supports your success and career development. The Contact Center Rep position is the first point of entry for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors.

As a CHI Health Contact Center Rep your role is to provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text. A Contact Center Rep may also perform a variety of other duties including care coordination, outbound calls, processing referrals and authorizations but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete an accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, EHR, and contact center systems. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of 'yes'. Contact Center Representatives may assist with patient calls from multiple locations and specialties, and hours may vary as needed.

Job Standards:

1.1 Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions,

phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other

communication channel requests with an emphasis on efficiency and accuracy.

1.2 As appropriate, assist new members with introduction to and explanation of available services, processes and availability

of providers

1.3 Update patients of the status of their referral or authorizations.

1.4 Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the

practice by scheduling and canceling patient appointments for a multiple providers.

1.5 Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.

Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and

urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.

1.6 Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructions

including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.

1.7 Sends out accurate and complete communication to physicians or other healthcare providers.

2 First Contact Resolution

2.1 Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first

call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to

a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively

resolve the matter.

3 Contact Handling

3.1 Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff,

patients, families, and other internal and external customers.

4 Flexibility

4.1 Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving.

Qualifications

Required Education (for CHI Leadership Job Levels from Supervisor through President)

N/A

Required Education for Staff Job Levels

High school graduate, GED, or equivalent

Required Licensure and Certifications

N/A

Required Minimum Knowledge, Skills and Abilities

Experience with computer systems required, including web based applications.

PREFERRED Qualifications

Experience in a patient-focused healthcare environment. 1 year experience in high volume multichannel contact center