Patient Connection Specialist- Atrium Health Charlotte Behavioral Health FT

Advocate Health • Charlotte, NC

2d • $21 - $31 • Hybrid

About The Position

The Patient Connection Specialist supports registration for Atrium Health Behavioral Health in Charlotte. The role answers calls for multiple service areas through a telephone answering platform, follows service-line protocols, and facilitates patient requests while protecting patient privacy. The position requires a full-time Monday-through-Friday schedule from 7:45 a.m. to 4:15 p.m., with typical orientation hours of 8:00 a.m. to 4:30 p.m. The first 90 days are onsite for training, after which the role transitions to remote work.

The specialist uses database applications and related office equipment, communicates clearly with callers, and applies active listening and critical thinking to identify needs and handle calls appropriately. The position serves a patient population with varied ages, cultures, developmental stages, and special needs. Access to protected health information is limited to what is reasonably necessary for work and is controlled through user ID and password.

The role involves extended periods of sitting and using a computer and telephone, as well as some walking, standing, lifting, reaching, bending, stooping, pushing, and pulling. The employee must be able to lift up to 30 pounds and work in a fast-paced environment.

Requirements

• High school diploma or GED required.
• Ability to speak and articulate clearly.
• Ability to lift up to 30 pounds.
• Ability to work in a fast-paced environment.
• Experience with computer applications; Microsoft Office, Customer Relationship Management (CRM) software, and Electronic Medical Record (EMR) software are identified.

Nice To Haves

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

Responsibilities

• Answer calls for multiple areas using the telephone answering platform and standard opening, call-content, and closing protocols.
• Maintain working knowledge of database applications while ensuring patient privacy.
• Work collaboratively while consistently achieving departmental goals and metrics.
• Facilitate patient requests in a safe manner.
• Use active listening and critical thinking to identify caller needs and process calls according to the appropriate service-line guidelines.
• 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.
• Demonstrate knowledge and skills appropriate to the ages, cultures, developmental stages, and special needs of the patient population served.

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.
• 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