Calendar Management, Clinical Information, Computer Systems, Customer Support/Service, Financial Management, HIPAA (Health Insurance Portability and Accountability Act), Hospital, Information/Data Security (InfoSec), Medical Records, On Call, Pager, Patient Care, Policy Development, Procedure Development, Safety Standards, Team Player, Telephone Skills
Duties and Responsibilities
Essential Functions:
- Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.
- Safeguards Protected Health Information (PII) and follows HIPPA guidelines.
- Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients' families.
- Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy.
- Contacts scheduled on-call personnel/provider when needed using appropriate protocol.
- Enters and maintains detailed information on confidential records for patients in various computer systems.
- Relays medical information to the clinical team to allow them to provide exceptional patient care.
- Corresponds with clinical teams and physician via the computer system with necessary patient information.
- Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.
- Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly.
- Verifies that monitoring equipment is always functioning properly.
- Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.
- Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.
Common Expectations:
- Maintains established policies and procedures, objectives, quality assessment and safety standards.
- Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
- Participates in educational programs and staff meetings required for the department. Completes required annual training.
- Other duties as assigned