Patient Connection Specialist- Atrium Health Charlotte Behavioral Health FT

Advocate Health and Hospitals Corporation • Charlotte, NC

22h

About The Position

The Patient Connection Specialist answers calls for multiple areas using a telephone answering platform and follows standard call-opening, content, protocol, and closing guidelines. The role requires maintaining expert working knowledge of database applications while protecting patient privacy, working as a team player to meet departmental goals and metrics, and facilitating patient requests safely. The specialist uses active listening and critical thinking to identify caller needs and process calls according to the appropriate service-line guidelines.

This is a full-time position, 40 hours per week, Monday through Friday, from 7:45 a.m. to 4:15 p.m. The position begins with a 90-day onsite training period and then transitions to remote work. Typical orientation hours are 8:00 a.m. to 4:30 p.m., with some variance.

The role serves a patient population with varied ages, cultures, developmental stages, and special needs. The specialist must demonstrate appropriate knowledge and skills for that population and limit access to protected health information to what is reasonably necessary for work, sharing it only on a need-to-know basis.

The stated pay range is $20.80–$31.20. The role includes all related office equipment and supplies.

Requirements

• High school diploma or GED.
• Ability to use a telephone answering platform and database applications while protecting patient privacy.
• Ability to use active listening and critical thinking to identify caller needs and process calls according to service-line guidelines.
• Ability to speak and articulate clearly.
• Ability to work in a fast-paced environment.
• Ability to lift up to 30 pounds.
• Must have intact senses of sight, hearing, and touch.

Nice To Haves

• Bachelor's degree.
• Superior customer service skills and/or call center experience.
• One year of medical office or healthcare experience.
• Experience with computer applications, preferably Microsoft Office, Customer Relationship Management (CRM) software, and Electronic Medical Record (EMR) software.

Responsibilities

• Answer calls for multiple areas using the telephone answering platform and follow standard call-opening, content, protocol, and closing guidelines.
• Maintain working knowledge of database applications while ensuring patient privacy.
• Work as a team player and consistently achieve departmental goals and metrics.
• Facilitate patient requests safely.
• Use active listening and critical thinking to identify caller needs and process calls according to appropriate service-line guidelines.
• Demonstrate knowledge and skills appropriate to the ages, culture, developmental stages, and special needs of the patient population served.
• Limit access to protected health information to what is reasonably necessary for the job and share it only on a need-to-know basis for work purposes.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible spending accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, with potential premium pay, incentive pay for select positions, and annual increases based on performance.

What This Job Offers

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