Referral Services Specialist Psjh

Providence Health & Services Renton , WA 98055

Posted 2 months ago

Providence St. Joseph Health is calling a Referral Services Specialist PSJH to our location in Renton, WA.

We are seeking a Referral Services Specialist PSJH to provide patient-centered, concierge navigation, case management and are the first point of contact for the patients, providers, other partners or clients contacting the designated referral line for each customer in all PSJH states. Specialists coordinate care and effective communication between all PSJH, partners, insurance companies, and appropriate clients. The primary customers are external providers and its team, employers, insurance, membership groups but are not limited to direct patient interaction. Specialists build long-term relationships with client institutions, employers, providers, customers, and provide the highest quality of services for all groups. This position is part of the Patient Engagement Center (PEC) team, which provides high-touch, personalized assistance to patients across Providence St. Joseph Health regions and provider networks.

The caregiver performs all duties in a manner that promotes Providence St. Joseph Health's mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.

In this position you will have the following responsibilities:

  • Specialists are responsible for client account troubleshooting and daily reporting of case handling (opened, in progress, closed).

  • Responsible for monitoring and performing collections (A/R) on clients past due accounts.

  • Handle all aspects of the process with the highest customer service (internal and external).

  • Make appointments and/or coordinate with facilities/clinics to provide timely appointments.

  • Communicate effectively via phone, e-mail, chat, instant message, etc.

  • Document patient contacts and referral information; track and follow-up on open action items timely.

  • Become knowledgeable of Patient Engagement Center processes and technology, including a phone system, health information system (Epic), provider directory, and customer relationship management (CRM) system.

  • Participate in department continuous quality improvement processes, and takes ownership for ongoing performance development.

  • Maintain a sense of pride and ownership for the program and care of each patient.

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.

  • Communicate and coordinate with colleagues to get answers or assistance when necessary.

  • Respond promptly to patient and physician office referral requests or inquiries via phone, fax, online.

  • Comfortable providing patients with travel directions, parking information.

  • Maintain confidentiality of all interactions.

Required qualifications for this position include:

  • Bachelor's degree (BA) in a healthcare associated field required OR equivalent education/experience.

  • Three (3) years of experience working in the medical field.

  • Three (3) years of experience interacting with and engaging customers virtually over the phone.

  • One (1) year of experience of Electronic Medical Records and processing medical referrals.

Preferred qualifications for this position include:

  • Five (5) years of customer service experience.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

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