The posting
Number of Positions in Requisition
1
Job Details
Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, MyJeffersonHealth patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.
Job Description
Summary Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, MyJeffersonHealth patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.
Job Duties
- Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
- Work with team members within Central Scheduling, including but not limited to: nurses, central scheduling representatives, providers, clients and outside peers.
- Ability to understand clinical issues and apply appropriate decision making skills, and knowledge, by analyzing or triaging situations fully and accurately to reach productive decisions , utilization of clinical protocol, to ensure consistency and safe practice.
- Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations. Assist in the formulation of targets for representatives.
- Assess Jefferson and Non- Jefferson clients, who have submitted electronic communication, via Jefferson Health / My Chart regarding current concerns and symptoms, and determining urgent and non-emergent situations, and forwarding to the appropriate provider, to properly assist the patient.
- First line of patient complaint escalation. Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.
- Assist in hiring and training nurses, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.
- Monitor queue and track inbound and outbound calls. Apprise Nurses of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.
Minimum Qualifications
- Bachelor’s Degree BSN
- Accuracy and Attention to Detail – I0960 Understanding of the necessity and value of accuracy and attention to detail, ability to process information with high levels of accuracy.
- Analytical Thinking – I1020 Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
- Calendaring – TAD460 Knowledge of and ability to use office electronic calendaring software and capabilities.
- Customer Interaction – TCS060 Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.
- Customer Service Management - M0200 Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.
- Decision Making and Critical Thinking - I0700 Understanding of the issues related to the decision-making process, ability to analyze situations fully and accurately, and reach productive decisions.
- Effective Communications – I0480 Understanding of effective communication concepts, tools and techniques, ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Information Capture – B1080 Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
- Leadership – M0050 Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement.
- Listening – I0650 Knowledge of effective listening issues and techniques, ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
- Relationship Management – I1010 Ability to establish and build healthy working relations and partnerships with clients, vendors, and peers.
- Teamwork – I0950 Understanding of the necessity and value of teamwork, ability to work effectively as part of a team.
Additional Qualifications:
Physical Demands Lift and carry 40-50 lbs. Examples: Push/pull patients on bed, stretcher (requires 29 lbs. push force), lateral transfers up to 50 lbs. of the patient's weight. Frequent to continuous standing/walking. Patient transporters can walk 8-10 miles per shift. *Patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.
Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.
Salary Range
$69,729.39 to $99,363.90 Annual
The actual hiring rate will be determined based on candidate experience, skills and qualifications. This position is not eligible for an annual incentive.
Positions posted as annual salaries reflect an estimated amount for a 1.0 Full-Time Equivalent (FTE) (i.e. 40 hour equivalent)), positions for less than 1.0 FTE will be prorated.)
Work Shift
Workday Day (United States of America)
Worker Sub Type
Regular
Employee Entity
Kennedy Medical Group, Practice, PC
Primary Location Address
101 Woodcrest, Cherry Hill, New Jersey, United States of America
Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.
Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.
Benefits
Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.
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