week - day shift)

Jefferson Health Plans•Satsuma, FL

14d•$69,729 - $99,364•Onsite

About The Position

Assist with the management and assessment of patient requests for appointments, clinical symptom management, and triage through telephone, the MyJeffersonHealth patient portal, and electronic health record communications. Review and respond to patient, provider, and staff messages requiring nursing assessment, triage, and resolution. Provide clinical guidance in coordination with patients’ primary care and specialty providers, and coordinate scheduling for in-person and telehealth visits. The role works with Central Scheduling team members, including nurses, scheduling representatives, providers, clients, and outside peers. It supports safe, consistent clinical decision-making and adherence to scheduling, registration, care, privacy, and security requirements. The position also supports staff development, service quality, and call-queue monitoring.

Requirements

Bachelor of Science in Nursing (BSN).
Ability to understand clinical issues and apply clinical knowledge and decision-making to assess or triage situations.
Accuracy and attention to detail.
Analytical thinking and ability to identify root causes and develop solutions.
Knowledge of electronic calendaring software.
Customer interaction and customer service management skills.
Decision-making and critical-thinking skills.
Effective verbal and written communication skills.
Ability to capture and document relevant information in an organized, understandable, and retrievable manner.
Leadership and ability to guide and motivate a group.
Listening skills.
Relationship-management skills.
Ability to work effectively as part of a team.
Ability to perform a basic verbal assessment of patients and recognize common symptoms and conditions, including hypertension and diabetes.
Ability to document clearly and concisely.

Nice To Haves

Knowledge of EPIC, Genesis, and Interaction desktop.

Responsibilities

Assess and triage appointment requests, clinical concerns, and symptoms received by telephone, patient portal, and electronic health record communications.
Review and respond to patient, provider, and staff messages requiring nurse assessment, triage, or resolution.
Provide clinical guidance in coordination with primary care and specialty providers.
Coordinate scheduling for in-person and telehealth visits.
Analyze clinical situations and use appropriate clinical protocols and decision-making to support safe, consistent care.
Maintain scheduling and registration proficiency and comply with policies, standards of care, safety requirements, HIPAA, and security regulations.
Assess electronic communications from Jefferson and non-Jefferson clients, identify urgent and non-emergent situations, and forward concerns to the appropriate provider.
Serve as a first point of escalation for patient complaints and help improve appointment scheduling, registration, referral management, outreach, and customer service processes.
Assist with hiring and training nurses, monitor representative progress, and coach staff.
Monitor call queues and inbound and outbound calls, inform nurses about calls waiting and abandonment rates, and motivate agents through communication and feedback.
Collaborate with Central Scheduling team members, providers, clients, and outside peers.
Assist in formulating targets for representatives.

Benefits

Medical insurance, including prescription coverage
Supplemental insurance
Dental insurance
Vision insurance
Life and AD&D insurance
Short- and long-term disability insurance
Flexible spending accounts
Retirement plans
Tuition assistance
Voluntary benefits, including access to group insurance rates and discounts
Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time.