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General Summary

Plays a pivotal role in ensuring the continuity of care of patients while serving as a key resource to local communities. Facilitates access to services and resources, working closely with patients, healthcare providers, and community organizations. Utilizes exceptional customer service skills to address the diverse needs of patients, advocating for their well-being and supporting their health journey. Represents WellSpan Health in a professional, compassionate, and positive manner, fostering strong relationships with community partners and enhancing the overall healthcare experience for individuals and families.

Shift

Part Time, 8a-12p Monday through Friday

Duties and Responsibilities

Essential Functions:

+ Manage High Volume of Communications: Efficiently manages a high volume of incoming phone calls in a fast-paced environment, ensuring timely and professional responses to inquiries, requests and concerns. Provides accurate information, addressing patient needs, and directing calls to the appropriate department or resource. Proactively places outbound calls as needed to follow up with patients, community partners, or healthcare providers, ensuring continuity of care and effective coordination of services. Maintains a calm and empathetic demeanor during all interactions, while prioritizing tasks to ensure all calls are handled promptly and effectively.

+ Coordinating Referrals and Orders: Works collaboratively with referring providers, physician offices, and other departments to facilitate the accurate and timely processing of referrals, orders, and necessary documentation for scheduled services. Ensures that all required information is captured and communicated effectively.

+ Patient Information Management: Accurately collects, enters, and maintains patient demographic, medical, and insurance information in the Electronic Health Record (EHR) system, ensuring all data is current and compliant with privacy regulations for all counties. Ensures the proper registration of patients prior to their scheduled appointments or visits.

+ Effective Communication with Providers: Regularly communicates with physicians, healthcare teams, and other departments to ensure the proper flow of information related to patient referrals, orders, and scheduling. Follows up to address any issues and ensure continuity of care for patients across various specialties.

+ Providing Patient Instructions: Communicates essential information to patients about their appointments, including preparation guidelines, arrival times, location details, and any specific instructions related to the type of service being provided. Ensures that patients have all the information they need for a smooth experience.

+ Utilizing EHR Systems for Coordination: Uses the Electronic Health Record (EHR) system to track referrals, orders, and scheduling details. Maintains accurate patient records and communicates securely within the system to coordinate care and update patient information.

+ Ensuring Continuity of Care: Collaborates with medical providers to ensure that all necessary services are scheduled and coordinated in a way that supports ongoing care for patients. Addresses any gaps or concerns related to care continuity in partnership with clinical teams.

+ Escalation of Urgent Issues: In cases where there are urgent issues or discrepancies regarding patient care or service delivery, promptly escalates the matter to the appropriate clinical or administrative team for resolution, ensuring minimal disruption to patient services.

+ Scheduling Services: Coordinates and schedules initial primary care appointments for patients, ensuring a seamless process from intake to appointment confirmation. Works closely with patients to assess their needs and matches them with the appropriate primary care provider based on availability and clinical requirements. Adjusts scheduling priorities as needed to accommodate urgent or time-sensitive requests, ensuring that patients receive timely access to care. Communicates effectively with both patients and providers to optimize scheduling efficiency while maintaining a focus on patient care and satisfaction.

+ Interdepartmental Communication and Resource Utilization: Communicates effectively with various departments across the healthcare system, utilizing appropriate resources to provide accurate and timely general information to callers, ensuring a seamless experience for patients and other stakeholders.

+ Insurance Knowledge and Verification: Demonstrates a comprehensive understanding of insurance processes and accurately enters insurance information into the Electronic Health Record (Epic) system. Verifies insurance coverage using Real Time Eligibility (RTE) to ensure accurate and timely processing.

+ Secure Messaging and Communication: Utilizes the secure messaging function to effectively communicate with patients and/or internal departments, ensuring confidentiality and compliance with privacy regulations while providing necessary information and updates.

+ Acts as a liaison between patients and healthcare teams, ensuring that all necessary information is conveyed, and that patients' questions or concerns are addressed.

Common Expectations:

+ Efficiency and Accuracy: Ensures timely and accurate scheduling, processing referrals, and managing patient information, while minimizing delays and errors.

+ Exceptional Customer Service: Provides professional, compassionate service to patients and healthcare teams, addressing concerns and ensuring a smooth experience.

+ Collaboration and Communication: Works closely with healthcare providers, clinical teams, and administrative staff to ensure effective care coordination and patient flow.

+ Adaptability: Responds quickly to urgent scheduling changes and resolve issues while maintaining a focus on patient care and operational efficiency.

+ Compliance and Confidentiality: Adheres to all healthcare regulations and organizational policies to ensure patient privacy and the integrity of scheduling data.

+ Continuous Improvement: Actively participates in ongoing learning and process improvement to enhance scheduling workflows and service delivery.

+ Follows established policies, procedures, and standards for quality, safety, environmental, and infection control; completes Epic training and department onboarding; and participates in required educational programs and staff meetings.

Qualifications

Minimum Education:

+ High School Diploma or GED Required

Work Experience:

+ Less than 1 year Required

+ 3 - 6 months Customer Service Preferred

Knowledge, Skills, and Abilities:

+ Excellent communication and interpersonal skills.

Benefits Offered:

+ Comprehensive health benefits

+ Flexible spending and health savings accounts

+ Retirement savings plan

+ Paid time off (PTO)

+ Short-term disability

+ Education assistance

+ Financial education and support, including DailyPay

+ Wellness and Wellbeing programs

+ Caregiver support via Wellthy

+ Childcare referral service via Wellthy

Quality of Life. Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation. Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more - within an easy drive of major East Coast cities. York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.