Patient Services Rep

Overview

Welcome to CHI Saint Joseph Medical Group a full service network of primary care services specializing in family internal geriatric and pediatric care serving 88 locations across central and Eastern Kentucky. CHI Saint Joseph Medical Group is dedicated to delivering customized care based on the unique needs of our patients and is recognized as a Best Place to Work in Kentucky for two years in a row (2023-2024).

CHI Saint Joseph Health is part of CommonSpirit Health a non-profit Catholic health system dedicated to advancing health for all people. With approximately 175000 employees and 25000 physicians and advanced practice clinicians.

Our commitment to serve the common good is delivered through the dedicated work of thousands of physicians advanced practice clinicians nurses and staff; through clinical excellence delivered across a system of 140 hospitals and more than 2200 care centers serving 24 states.

Responsibilities

Job Summary :

Candidates must live in or around Erlanger / Lexington Kentucky.  While this postition is remote, you may be required to attend training or meetings on site.

CHI health starts out with one goal at our core- Excellent care, delivered with compassion, for all in need.  Working with CHI Health provides employees with the opportunity to positively affect the health and well-being of entire communities.  By uniting "Healing and Humankindness" we work together with our physicians and health care experts to provide the best care experience to our patients and the communities we serve.

As part of the CHI Health team you'll work in a culturally diverse environment that supports your success and career development. The Contact Center Rep position is the first point of entry for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors. As a CHI Health Contact Center Rep your role is to provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text.  A Contact Center Rep may also perform a variety of other duties including care coordination, outbound calls, processing referrals and authorizations but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete an accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, EHR, and contact center systems. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of "yes". Contact Center Representatives may assist with patient calls from multiple locations and specialties, and hours may vary as needed.

Job Standards :

1.1 Schedule and register patient appointments and / or provide information for other requests (e.g., addresses / directions,phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and othercommunication channel requests with an emphasis on efficiency and accuracy.1.2 As appropriate, assist new members with introduction to and explanation of available services, processes and availabilityof providers1.3 Update patients of the status of their referral or authorizations.1.4 Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to thepractice by scheduling and canceling patient appointments for a multiple providers.1.5 Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines.Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed andurgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.1.6 Communicates, to patients and internal and external ordering physicians' offices, complex exam preparations instructionsincluding, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.1.7 Sends out accurate and complete communication to physicians or other healthcare providers.2 First Contact Resolution2.1 Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on firstcall resolution. Facilitate patient issue-resolution by referring the matter to an issue / content expert. Escalate the matter toa supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectivelyresolve the matter.3 Contact Handling3.1 Ability to comprehend and communicate clearly and effectively (both verbally and in writing) with medical center staff,patients, families, and other internal and external customers.4 Flexibility4.1 Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem solving.

Qualifications

Required Education (for CHI Leadership Job Levels from Supervisor through President)

N / A

Required Education for Staff Job Levels

High school graduate, GED, or equivalent

Required Licensure and Certifications

N / A

Required Minimum Knowledge, Skills and Abilities

Experience with computer systems required, including web based applications.

PREFERRED Qualifications

Experience in a patient-focused healthcare environment. 1 year experience in high volume multichannel contact center