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Schedule

Full-Time, 40 hours per week

Weekend rotational requirement

General Summary

Serves in an expanded and multifaceted role to support primary care and specialty practices to meet the ongoing needs of patients in a more centralized manner and to offload work from the support staff located in the practices. This position will support Medication Prior Authorizations, Medication Refills, patient outreach to help achieve payor and quality metrics, as well as support for In-Basket messaging and tasking.

Duties and Responsibilities

Essential Functions:

+ Completes Medication Prior Authorizations, including in-depth chart reviews, formulary reviews, communication with patients, providers, and pharmacies as needed to troubleshoot the process and ensure closed loop communication regarding the medication.

+ Conducts outreach to patients by phone, mail, MyChart secure messaging, and in-person to identify overdue preventative care services and to assist in scheduling appointments for these screenings/tests on behalf of the primary care offices.

+ Provides COVID support as needed, based on volume and demand, including but not limited to: calling patient test results, mandatory DOH reporting, communication with patients related to school/work notes and other duties as identified.

+ Fulfills patient requests for medication refill by following the approved standard work and med refill policy.

+ Supports communication between patients and providers by helping to answer In-Basket messages to alleviate this work for the clinical staff within the practices.

+ Collaborates with practices to support their tasking requirements as needed to help alleviate this work for the clinical staff within the practices.

+ Utilizes a variety of communication and outreach strategies to engage various patient populations.

+ Uses standing orders to facilitate patient's completion of preventative services and testing.

+ Provides excellent phone-based customer service skills, engage patients using motivational interviewing.

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.

+ Embraces the concepts for ensuring a positive patient/family experience every visit, every time. Fosters teamwork with coworkers, and providers. Practices fiscal responsibility through improvement and innovation. Attends Quality Improvement Team meetings, and other meetings as assigned.

+ Responsible for the care and maintenance of department/entity equipment and supplies; mail distribution.

+ Enters and/or retrieves data from established computer files using knowledge of various computer software applications.

Qualifications

Minimum Education:

+ High School Diploma or GED Required

+ Associates Degree Medical Assistant Preferred or

+ Diploma Program Medical Assistant Preferred

Work Experience:

+ 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:

+ Completes all required education programs and competency testing needed to perform at an advanced level. Upon Hire Required and

+ 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.

+ 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 (EPIC, 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.

WellSpan Health's vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region's largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.

WellSpan Medical Group

The WellSpan Medical Group is comprised of almost 5,000 employees and growing fast! We have medical practices that represent 51 specialty areas of medicine across 77 locations throughout Central Pennsylvania and Northern Maryland. Wherever your patient care interests fall - whether it's caring for babies, to end of life care, or anywhere in between to include urgent care - join our amazing team and learn for yourself why WellSpan was just recognized in the Forbes' list of the 100 best employers in Pennsylvania, with a ranking of No. 24!

Working together, our goal is to improve lives through exceptional care for all, lifelong wellness and healthy communities. Our culture is one of respect, diversity and inclusion.

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.