What are the responsibilities and job description for the Connections Team Support Agent position at UnityPoint Health?
- Area of Interest: Information Systems & Technical Support
- FTE/Hours per pay period: 1.0
- Department: Service Center
- Shift: M-F, 830am-5pm
- Job ID: 163243
Why UnityPoint Health?
Commitment to our Team – We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.
Culture – At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and an unwavering belief in doing what's right for the people we serve.
Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
- Caring is what we do, and it starts with our team members: expect paid time off, parental leave, 401K matching and an employee recognition program as we support you both personally and professionally.
- You can only give your best when you feel your best, and we help you live well with dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members to give you peace of mind.
- We strive to make things easier and more personal in health care to set us apart from the rest, and you can experience that commitment through early access to earned wages with Daily Pay, a tuition reimbursement program designed to help you further your career and adoption assistance to help you grow your family in the way that works for you.
Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.
Hear more from our team members about why UnityPoint Health is a great place to work at https://dayinthelife.unitypoint.org
What are team member vaccine requirements?
As part of keeping our communities safe and healthy, all team members must be vaccinated for influenza and Tdap, provide proof of immunity to MMR and varicella, and be tested for tuberculosis. New hires must submit proof of vaccination or an approved exemption to begin work. If you have questions, please contact a recruiter or ask at any time during the interview process. UPH strongly recommends that all team members receive the updated COVID-19 vaccine, and at this time, UnityPoint Health – Meriter requires Covid-19 vaccination or an approved exemption.
Overview
The Connections Team Support Agent is responsible for providing initial support for Patient Portal and Health Information Exchange customers. These customers may include: physicians, clinics, hospitals, assisted living facilities, home care providers, or other authorized health care entities, as well as UnityPoint Health patients. Use of email, secure messaging, and phone communication methods seek to understand the patients or customers issues, concerns and needs. Utilize Problem Tracking Software to track incidents. This role will also collaborate with or escalate to 2nd level support when further investigation or intervention is required. Additionally, the Connections Team Support Agent will work with the Manager, Connection Team Support Analysts, co-workers and other members of the UnityPoint Health team to reach solutions to our customers’ needs.
Location: Remote, Hybrid, and Onsite work options - Applicants preferrably reside in the UnityPoint geographical areas of Iowa, Illinois, or Wisconsin.
Hours: Monday-Friday 8:30am-5pm
Responsibilities
- Log problems in the tracking system, referring complex issues to appropriate 2nd level support staff
- Follow up with customers to ensure satisfactory resolution
- Protect Patient Health Information
- Work collaboratively with other IT group members to ensure the Best Outcome for Every Patient Every Time
- Pursue internal and external escalation of problem resolution when involved in the best interest of customer and patient satisfaction
- Connect patients to the appropriate medical record (either to their own or the proxy record they are requesting)
- Update process or procedure documentation as needed for the agents to follow
- Assist with training of new team members of the Connections Team
- Communicates openly, honestly and professionally
- High school diploma required
- Two years’ experience in a support role for multiple systems
- Requires highly developed communications and negotiation skills to effectively work with all levels of management throughout UnityPoint Health, its subsidiaries and affiliates
- Effective written and verbal communication skills to deal effectively with patients and HIE customers
