Triage Coordinator - 4:00 PM - 12:00 am (Weekends) - Downey
Job Description: We are looking for an individual with excellent verbal/written communication skills and who understands the importance of delivering superb patient care in a demanding environment. This individual will operate on the frontline of the organization by working in our Triage Call Center to field inbound calls, requests and to resolve issues for our patients, skilled nursing facilities, and internal clinicians.
¨ Utilizes software application to answer and direct inbound calls, take messages for clinicians (i.e. physicians and nurse practitioners), and effectively communicate such information to the appropriate party per established protocols.
¨ Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
¨ Work closely with clinician to fulfill patient-related requests.
¨ Become familiar with established protocols to recognize urgency/severity of requests and use appropriate escalation measures to ensure patient safety.
¨ Gather data for admission including key hospital documentation including H/P, consultative notes, transfer or discharge summary.
¨ Prepare and complete a variety of forms and paperwork (i.e. billing sheets).
¨ Provide back-office support: organize clinician faxes, calling prescriptions into the pharmacy, filing and maintaining patient records, etc.
¨ Participates in internal and external educational opportunities relevant to the call center or customer service environment. Attends or reviews notes from bi-weekly team meetings.
¨ Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
¨ Other duties and special projects that are assigned by management.
Service Delivery Expectations
¨ Meets the expectations of our internal and external customers in providing excellent service.
¨ Demonstrates positive customer relationship skills with all telephone encounters.
¨ Demonstrates ability to handle multiple tasks effectively and efficiently.
¨ Suggests improvements and participates in organized efforts to improve service levels.
¨ Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
¨ Ability to work successfully with our software applications on a computer and/or a
laptop, and /or a Smartphone .
¨ Continuously acts to maintain a safe, clean, healthy, and fun work environment consistent with Health Essentials’ professional services, vision, values, and endeavors.
¨ Able to type 50+ WPM is required
¨ Current CMA or LVN certification required
¨ Ability to verbally articulate oneself on the telephone is required
¨ Experience in medical field preferred
¨ Experience in a customer service environment preferred
¨ Proficiency in multi-line telephones
¨ Fluency in MS Office applications that include: Word, Excel and Outlook
¨ Knowledge of and adherence to all HIPAA rules and regulations
¨ Self-directed, proactive, and good problem solving skills
¨ Ability to remain calm and make sound decisions in stressful situations
Health Essentials is a full-service organization that has been providing care to the frail elderly population in California, Arizona and...