Schedule
M-F 8:00am-5:00pm and occasional Saturday 8am-12pm
General Summary
Serves in a role to support providers and their support staff to achieve the quality outcomes with the goal of optimizing patients' health and wellbeing. This position requires excellent phone-based customer service skills, clear verbal and written communication, ability to follow directions to track and complete a series of complex tasks, basic administrative skills and comfort using technology to track and manage work tasks (Word, Excel, Adobe, and tracking databases). To be effective, the specialist must enjoy communicating with patients via telephone, have a can-do attitude, and an interest in supporting patients, healthcare, and advocacy.
Duties and Responsibilities
Essential Functions:
- Conducts outreach to patients by phone, mail, MyChart secure messaging, and in-person to schedule appointments for services on behalf of the offices.
- Utilizes a variety of outreach strategies to engage various patient populations.
- Completes chart reviews to identify and close preventative care gaps.
- Identifies the root cause of gaps in use of services such as physician access through discussion with patients.
- Works closely with the practice team to support patient engagement and confirms the patient has connected with resources, as appropriate.
- Coordinates with offices to perform medication refill requests as directed.
- Supports Horizon Planning process.
- Provides excellent phone-based customer service skills, engages patients using motivational interviewing.
- Processes requests for patient information according to policies and procedures, including record copy service and form tracking.
- Types various notes, letters, memos and reports, as needed. Proofs materials for errors.
- Complies with all HIPAA rules and regulations.
- Processes mail including scanning and tasking if applicable.
Common Expectations:
- Demonstrates a commitment to patients, visitors and staff by: complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors into the Safety Reporting System (SRS System), as well as hazardous conditions; identifying opportunities to standardize processes and "error proof" systems that will lead to increased safety; and participating in safety education programs and root cause analyses as required.
- Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
- Maintains the cleanliness of work areas as required.
- Maintains professional growth and development.
Qualifications
Minimum Education:
- High School Diploma or GED Required
- Certificate Program Professional Medical, Administrative or Business School. Preferred
Work Experience:
- 1 year Customer service experience. Required and
- 2 years Experience in a primary care or specialty office. Required
Licenses:
- Basic Life Support Upon Hire Required
- Certified Medical Assistant Upon Hire Preferred
Courses and Training:
- Medical terminology. Upon Hire Required
Knowledge, Skills, and Abilities:
- Proficient communication skills including SBAR technique.
- Ability to effectively present clinical information to the care team;
- Proficient in navigating and entering information into an electronic health record.
- Models team work.
- Self-motivated and dependable.
- Able to work independently.
Benefits Offered:
- Comprehensive health benefits
- Retirement savings plan
- Paid time off (PTO)
- Education assistance
- Financial education and support, including DailyPay
- Expanded Paid Parental Leave
For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)
