Call Center Community Resource Specialist - York - (full-time) - Days

York, PA | Clerical and Administrative | Tracking Code: 52894

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General Summary:

 

 

 

Under direct supervision of the Manager/Supervisor-Patient Access Call Center, coordinates continuity of care for patients and serves as a resource to the surrounding communities. Uses exceptional customer service practices and represents WellSpan in a professional and positive manner.

 

 

Duties and Responsibilities:

 

  1. Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when necessary.
  2. Provides exceptional customer service, at all times, by identifying and addressing caller needs in a professional, positive, and caring manner. Manages difficult and emotional calls in a calm and empathetic manner.
  3. Conducts patient interviews to collect accurate demographic information and documents caller’s inquiry within electronic health record for all five hospitals and their ancillary locations that include home health and diagnostic centers.
  4. Communicates well with departments throughout the health care system and uses appropriate resources available to provide general information to callers as needed.
  5. Understands and enters information based on the services being provided by each department. Follows all policies and procedures established with those departments.
  6. Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record – Epic for all five hospitals and their ancillary locations including home health and diagnostic centers. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
  7. Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
  8. Promotes the active engagement of all employees and supports recognition of staff accomplishments.
  9. Uses the secure messaging function to communicate to patients and/or departments.         
  10. Uses appropriate resources available to provide general information to patients as needed.

 

 

IF ASSIGNED TO HEALTHSOURCE CALL CENTER TEAM:

 

  1. Coordinates continuity of care for patients between multiple healthcare providers such as physicians, skilled nursing facilities, hospitals, and community services using faxes, phone calls, emails, letters, and other electronic communications.
  2. Provides physician referral services to the community and schedules first appointment for the patient as needed for all five counties.
  3. Manages and completes scheduling and registration for community-based educational events completed within the organizational website, WellSpan.org, for all five hospitals and their ancillary locations that include various service lines.
  4. Manages various work queues within the Electronic Health Record – Epic for all five hospitals and their ancillary locations that include various service lines.
  5. Will recognize and collect any patient financial responsibility for community-based educational events during the scheduling and registration process.
  6. Understands that Patient Access community-based services will continue to expand.
  7. Coordinates with organizational marketing initiatives to ensure literature mailings are distributed to the community.
  8. Serves as a WellSpan representative at community events when requested.

 

IF ASSIGNED TO VNA HOME HEALTH CALL CENTER TEAM:

 

  1. Serves as main contact for home health patient/caregivers for their clinical needs.
  2. Triage the immediate need of each call and route to appropriate outlet for all home care branches across all five counties.
  3. Resolves or routes messages to appropriate outlet for patient inquires and needs.
  4. Coordinates continuity of care for patients between multiple healthcare providers such as physicians, skilled nursing facilities, hospitals, and the VNA using faxes, phone calls, emails, and other electronic communications.
  5. Manages process of initial intake of VNA home health documents that include; referrals, physician orders, medical records, legal forms, and any miscellaneous forms.
  6. Responds back to the ordering physician’s office with necessary information and instructions. This involves understanding the patient’s symptoms and/or physician’s orders, including diagnosis, physician verbiage and department specifications
Required Experience

Minimum Education:               

 

High School Diploma or G.E.D.

   

 

Minimum Experience:           

 

3 - 6 months

 

 

Minimum Field of Expertise:           

 

Customer Service preferred, but not required.


Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,200 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, six respected hospitals, more than 15,000 employees, and 140 patient care locations. WellSpan is a charitable, mission-driven organization, committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Quality of Life
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)

Equal Opportunity Employment

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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