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St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

As a Patient Engagement Subject Matter Expert (SME) SCH, you'll compassionately deliver an exceptional experience to our patients, always remembering a patient on the other end of the phone looking for help, guidance, and support. You'll also support your team members as a resource, subject matter expert, and training resource. Both are opportunities for you to identify and exceed our patient expectations by committing to and building strong relationships internally and externally.

JOB DUTIES AND RESPONSIBILITIES:

+ Maintain all essential duties of a patient engagement partner, including, but not limited to, answering patient calls and verifying demographics and insurance information.

+ Handles escalated calls, resolving more complex patient issues independently and in real-time whenever possible.

+ Serves as a resource or Subject Matter Expert (SME) for other team members or internal customers.

+ Provide in-person and virtual side-by-side training and re-training to team members.

+ Maintains confidentiality of all materials handled within the Network/ Entity and the proper release of information.

+ Complies with Network and departmental policies regarding employee, patient, and environmental safety issues and follows appropriate reporting requirements.

+ Coaches and mentors team members in the following areas as appropriate: customer/Service Improvement, education on new policies and procedures, and training on in-basket and referral workflows.

+ Consistently meets productivity, schedule adherence, and quality standards set by management.

+ Provide agents with the tools to process scheduling requests quickly and efficiently.

+ Training, building, and managing training schedules for new and existing access center team members.

+ Provides retrains to team members requiring additional support and reeducation on access center processes and procedures.

+ Coordinates complex provider and imaging appointments.

+ May be responsible for onboarding and training scheduling coordinators within or outside their given location or specialty.

+ Involved in collaborating and creating efficiencies within or across specific service lines for process improvement and/or patient satisfaction initiatives.

+ Participate in reporting functions.

+ O ther duties as assigned

PHYSICAL AND SENSORY REQUIREMENTS:

Sitting for extended periods (up to 8 hours), continual finger use, writing, computer entry, ability to hear normal conversation, and good general near and peripheral vision are required.

EDUCATION:

Business Certificate or Associate Degree preferred

TRAINING AND EXPERIENCE:

1 to 2 years of previous call center experience preferred. Computer and Electronic Medical Record System Experience. Demonstrated mentorship and coaching skills required.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)