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Kirkland, Washington EvergreenHealth

Hours: 9:00am - 5:30pm Monday - Friday

This position requires working in the office.

Job Summary:
Responsible for supporting EvergreenHealth Primary Care practices by providing best practice scheduling for patients and providers, as well as triaging and attending to varying patient needs. Oversees all non-clinical department operations and partners with clinical leadership team in oversight of all clinical department operations of EHPC Call Center Services that supports Primary Care Clinic staff, providers and patients. Service provided by this position is vital to the organization as it is often the first contact with patients and providers.Responsible for supporting EvergreenHealth Primary Care practices by providing best practice scheduling for patients and providers, as well as triaging and attending to varying patient needs. Oversees all non-clinical department operations and partners with clinical leadership team in oversight of all clinical department operations of EHPC Call Center Services that supports Primary Care Clinic staff, providers and patients. Service provided by this position is vital to the organization as it is often the first contact with patients and providers.

Primary Duties:
1.Provides scheduling of patient appointments as part of a centralized contact center supporting multiple clinic locations with multiple provider schedules. Examples of appointment types include new patient, urgent same day and next day, return visit, flu and vaccination, civil exams, labor and industry (L&I), motor vehicle accident (MVA), and clinic procedures.
2. Manages incoming and interoffice telephone calls/inquiries, takes complete and accurate messages, and coordinates communication between appropriate interdisciplinary staff including but not limited to: MA's, RN's, ARNP's and MD's.
3. Daily management of Web Message appointment requests via outbound consumer calls for appointment scheduling.
4. Utilizes predefined message templates to transcribe and route to appropriate party for patient coordination and/or assistance as needed.
5. Directs patients to other departments and/or resources as needed.
6. Leads staff and day-to-day departmental operations, monitors workflows and productivity of Patient Coordinators and collaboratively supports Medical Assistant (MA) and Referral Coordinator (RC) teams as needed.
7. Acts in a leadership role collaborating as liaison and facilitator between Call Center and Clinic staff including EHPC Administration team, Clinic Managers and Providers.
8. Functions as initial point of contact for all front line staff regarding daily operational questions, and elevates to Supervisor and/or Manager as needed.
9. Trains all new Patient Coordinators from systems to scheduling and daily operational workflows. Trains new RC's and MA's on systems, then coordinates their extended training with a seasoned teammate. Systems training includes: Cerner Emdeon, Powerchart, phones and email overview.
10. Develops and modifies new hire training protocols and schedules. Monitors new hire progress and elevates concerns to Supervisor and/or Manager.
11. Primary educator on quality review to include monthly call recording analysis documentation and follow up with staff members. Sends monthly QA review to staff member and Supervisor for employee file. Works in partnership with Supervisor and/or Manager to assess, develop, modify and evaluate best practices for QA and follow up.
12. Performs other duties as assigned.

Qualifications:

REQUIRED for the position:
High school graduate or equivalent
Must have Cerner experience
Two years of experience in a hospital, medical office or healthcare insurance setting
Prior experience training and educating staff
Prior experience in a contact center, primary care or specialty care
Prior lead or leadership experience to include training, projects, etc.
Ability to type 35 WPM with high degree of accuracy
Knowledge of clinical/medical office procedures
Ability to be flexible and relate well with others in a professional and pleasant manner
Knowledge of medical records confidentiality
Critical thinking, solid judgement and ability to act quickly following standard process for callers in crisis.
Excellent communication skills with a high degree of tact and poise to deal effectively with patients, physicians and hospital staff members

DESIRED for the position:
Associates degree or higher, or equivalent combination of education and experience
Two years of experience in a contact center, primary care or specialty care
One year of experience training and educating staff
Working knowledge of insurances, Medicare, DSHS, Labor and Industries, and other third party insurances
Previous insurance verifier and/or pre-authorization experience
Knowledge of medical terminology
Knowledge of Cerner Emdeon and Powerchart

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