Patient Connections Specialist

Advocate Health and Hospitals Corporation•Rural Hall, NC

7d•Onsite

About The Position

This is a part-time PRN position working Monday to Friday, 8 am to 5 pm, as needed to assist with high volume calls in the call center, covering for maternity leave, vacation, etc. The role utilizes a telephone answering platform to answer calls for multiple areas efficiently and effectively, maintaining expert knowledge of database applications while ensuring patient privacy. The specialist works as a team player to achieve departmental goals and metrics, facilitating patient requests in a safe manner and using active listening and critical thinking skills to identify caller needs and process calls per service line guidelines.

Requirements

High school diploma or GED required
Superior customer service skills and/or call center experience preferred.
One year in a medical office or healthcare experience preferred.
Experience with computer applications preferably Microsoft Office, Customer Relationship Management (CRM) Software, Electronic Medical Record (EMR) Software.
Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to the ages, culture, developmental stages, and special needs of the patient population served.
Will limit access to protected health information (PHI) to the information reasonably necessary to do the job.
Will share information only on a need to know basis for work purposes.
Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization.
Computerized access to PHI for this job has been determined as described above and is controlled via user ID and password.

Nice To Haves

Bachelor's degree preferred.
Superior customer service skills and/or call center experience preferred.
One year in a medical office or healthcare experience preferred.

Responsibilities

Utilizes a telephone answering platform to answer calls for multiple areas as indicated in efficient and effective manner using standard greetings for opening of call, content/protocols related to call and closing of the call.
Maintains expert working knowledge of database applications while ensuring patient privacy.
Works as a team player, while consistently achieving departmental goals and metrics.
Facilitate patient requests in a safe manner.
Engages active listening and critical thinking skills to identify caller needs and effectively processes all calls per appropriate service line guidelines.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program