Plain Community Program Liaison

Schedule

Full-time: 40hrs/week

Hours: Monday - Friday, 7:30 a.m. - 4 p.m.

General Summary

Serves as a liaison between members of the Plain Community (Amish and conservative Mennonite church groups) and WellSpan Health. Works with individuals and church leaders to resolve billing questions and provide access to needed services. Works with staff in the hospitals and physician office setting to provide cultural and process education. Seeks to develop relationships, gain feedback, share information and help both customers and WellSpan staff members.

Duties and Responsibilities

Essential Functions:

• Functions as a team member with all staff under the direction of the Manager of Plain Community Liaisons.
• Demonstrates excellent customer service in handling all inquiries with patients, family members, physician offices and WellSpan departments.
• Promotes and maintains relationships with the Plain population and WellSpan Health.
• Identifies effective ways to promote WellSpan services to the Plain Community. With other members of the Plain Community team, participates in meetings with church leaders to discuss WellSpan services.
• Maintains positive working relationships with professionals within the WellSpan system, including such key departments as Case Management,Patient Access, Behavioral Health, Physician practices, Administration, etc.
• Connects with (either in person or via telephone) Plain Community patients when they are utilizing Hospital services to ensure their needs are met.
• Assists with billing and scheduling support as needed by members of the Plain Community.
• When appropriate, sends bills to patients, accepts payments, or establishes payment plans.
• Assists Plain Community customers in completing Hardship Aid (Financial Assistance) applications and makes recommendations for eligibility.
• Identifies new markets for Plain Community growth, such as new geographic areas or additional Plain Community groups who would qualify for program participation and communicates these to department leadership.
• Acts as an educational resource for all relevant staff, and provides cultural education as needed regarding communication, demeanor and proper etiquette towards Plain Community patients and families. This includes formal educational presentations, as well as availability for specific questions and consultations with staff serving the Plain Community in any WellSpan location.
• Reviews Plain Community Census daily along with admissions reports ensuring follow-up for explanation of billing and introduction to WellSpan Plain Community Program.
• Provides timely work on assigned Epic work ques for high dollar accounts, financial assistance applications and follow up for payment of services provided through WellSpan.
• Performs other duties as assigned by authorized personnel or as required by emergency needs of the Department or WellSpan.

Common Expectations:

• Exercises sound judgment and works effectively under pressure.
• Accepts and utilizes administrative direction and consultation.
• Maintains confidentiality of patient and organizational information.
• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Maintains professional growth and development.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Required for All Jobs:

• Performs other related duties as identified.
• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands:

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Reaching - Rarely
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Occasionally
• Eye/Hand/Foot Coordination - Occasionally

Working Environment:

• Occupational Hazards - Occasionally

Travel Requirements:

• Estimated Amount: - Travel required occasionally

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• 5 years experience in customer relations, financial counseling or communications required.
• Experience in interacting with the Plain Community preferred.

Knowledge, Skills, and Abilities:

• Excellent communications/interpersonal skills;
• communication and relationship-building skills;
• Strong customer service and organizational skills;
• Familiarity with Plain Community culture.
• Fluency in Pennsylvania Dutch language helpful, but not required.