Connection Specialist

Patient Engagement Advisors • Gloversville, NY

8d • Hybrid

About The Position

The Connection Specialist works alongside the care team at Nathan Littauer Hospital to help patients understand and carry out their discharge plans. The role connects patients with services and resources such as medications, follow-up appointments, nutrition, transportation, and assistance programs. Patient interactions take place face-to-face at the bedside, by phone, and remotely. The specialist also coordinates secure delivery of medications, nutrition kits, and other care items within the hospital, to patients’ homes, or to another hand-off location.

This is a hybrid role rotating between remote work and onsite work at Nathan Littauer Hospital in Gloversville, New York. PEA sets the rotation according to business needs, and the specialist may be asked to support onsite operations on remote days. The position is full-time, non-exempt, and eligible for overtime. The stated schedule is Monday through Friday, 8:00 AM to 4:30 PM, with occasional evenings, weekends, holidays, and inclement-weather shifts as business needs require.

Onsite work involves frequent standing and walking throughout the hospital, including stairs, for 8–10 hours per day, and possible exposure to communicable diseases. Remote work involves sitting for 8–10 hours per day while making calls and entering data, using reliable internet through a private, password-protected network and a private, secure workspace. Deliveries are made on foot, by internal hospital transport, courier, or other non-driving means. Driving is not required, although occasional driving may be requested depending on operational needs. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of the role.

Requirements

• High school diploma or equivalent.
• At least 18 years of age.
• At least 6 months of healthcare experience, such as as a Pharmacy Technician, Medical Assistant, Patient Care Technician, Patient Care Coordinator, Clinic Front Desk Associate, Nursing Assistant, or in a related role; an associate or bachelor’s degree may be considered in place of healthcare experience.
• Customer service experience in a patient-facing or healthcare setting.
• Experience documenting in an electronic health record (EHR) or similar system.
• Intermediate computer skills, including web-based tools, point-of-sale, pharmacy and clinical/EMR systems, and iPad applications.
• Strong communication and interpersonal skills.
• Ability to manage multiple patients and systems accurately in a fast-paced setting.
• Ability to use a reliable private, password-protected internet connection and maintain a private, secure workspace for remote work.
• Follow required protection protocols when exposed to communicable diseases; vaccinations are required as required by PEA or the hospital unless an exemption or reasonable accommodation is approved.

Nice To Haves

• Retail or clinical pharmacy experience.
• Remote patient support or healthcare call center experience.
• Clinic or physician office experience.

Responsibilities

• Meet with patients during and after their hospital stay, explain PEA services, and obtain permission to serve them.
• Offer services based on each patient’s needs, including scheduled appointments, transportation, nutrition, medications, and products.
• Educate patients on discharge requirements, including medications, follow-up care, nutrition, and assistance programs.
• Collect and document social determinants of health information in the Patient Navigation System (PNS) and other applications.
• Use coupons, vouchers, discount cards, and community partnerships to lower patients’ costs.
• Join hospital rounds and huddles, in person or virtually, as part of the clinical care team.
• Follow up by phone with patients who were missed during their hospital stay.
• Collect payments according to PEA policy.
• Meet daily productivity and KPI goals set by site and PEA leadership.
• Securely deliver prescriptions, nutrition kits, and medical supplies accurately and on time.
• Handle and store medications and supplies properly, and obtain a signature at hand-off.
• Work with prescribers and pharmacists to make medications affordable and deliver them according to standard procedures.
• Protect patient health information and follow PEA and hospital privacy and security policies, both onsite and remotely.
• Complete required PEA and health system training.
• Perform other related duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Flexible spending account (FSA)
• Paid time off, including New York State Paid Sick Leave, Paid Prenatal Leave, and Paid Family Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED