Patient Access Ambassador I - FT - Days - Hybrid Eligible - DIO

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

The Patient Access Ambassador I contributes to overall patient satisfaction by delivering exceptional customer service to patients, families, caregivers, providers and the community during inbound interaction through various channels of communication in a call center setting. Performs a complex variety of patient care activities including, but not limited to, accurate appointment scheduling, pre-registration, financial services to achieve first contact resolution and optimize patient flow. Consistently demonstrates Memorial Healthcare System's core values and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes.

Responsibilities:

Reviews the patient's medical record to identify opportunities for care coordination and address existing care gaps. Utilizes cognitive clinical decision-making to identify preventive care screening needs and schedule patients accordingly. This may include annual wellness exams, mammography tests, routine check-ups, screenings, immunizations, laboratory tests, imaging studies, and other critical tests and procedures that lead to better long-term health and outcomes.Demonstrates professional interpersonal skills, uses independent thinking, and displays courtesy and empathy throughout the delivery of care. Works well with others and collaborates well in a team environment. Demonstrates reliable attendance and punctuality, adhering to scheduled work hours, and promptly reporting any deviations to the Supervisor.Reviews risk scores incorporating evidence-based guidelines and clinical decision support tools, to help prioritize medical urgency for high-risk patients, such as those with chronic conditions, and comorbidities including cancer screenings, diabetes, hypertension, and cholesterol.Ensures proficiency with multichannel communications by efficiently handling inbound and outbound interactions across various platforms, including phone calls, emails, and Epic Secure Chat/SMS. Ensures each interaction meets the highest standards of professionalism and customer service.Handles inbound call activity for single-call patient resolution and works overtime as business needs dictate. Demonstrates the ability to successfully meet performance scorecard expectations (KPIs) including call handling metrics and quality assurance guidelines. Complies with all call monitoring, evaluation, and quality management guidelines. Follows all guidelines in alignment with the “Language of Caring” and “Heart Head Heart” Curriculum.Consistently demonstrates Memorial Healthcare System's core values and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visits, and maintain all support processes. Facilitates seamless communication and coordination across diverse clinical care teams to ensure prompt and effective care for symptomatic patients, fostering a collaborative environment that enhances patient outcomes and operational efficiency.Performs a variety of patient care activities including, but not limited to, pre-registration, medication refills, insurance verification, authorization and referral status, and real-time communications with medical practices to achieve single-call resolution and ensure a seamless patient flow. Conducts high-level communications with cross-functional clinical care teams for symptomatic patients.Performs other duties as needed to accommodate the patient and business needs of Memorial Healthcare System.Schedules patients with appropriate providers using moderately complex scheduling algorithms for a single specialty. Offers solutions that align with patient care needs and enhance patient experience. Immediately report any suspected breaches of Protected Health Information (PHI) to the appropriate personnel for timely resolution, ensuring compliance with the Health Insurance Portability and Accountability Act (HIPAA).

Competencies:

ACCOUNTABILITY, ACCURACY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, ORGANIZATION SKILLS, PATIENT AND FAMILY CENTERED CARE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements:

High School Diploma or Equivalent (Required)

Additional Job Information:

Complexity of Work: Proficiency in handling multiple tasks and systems, while maintaining high-quality standards, is crucial.Must complete and successfully pass the Patient Access Center Onboarding Training Program.Must be able to work in a fast-paced work environment and take appropriate action when required. Possesses strong verbal communication skills including good voice quality, good diction, and articulation. Good problem-solving skills. Possess professional interpersonal skills. Independent thinker and able to display courtesy and empathy throughout the delivery of care. Ability to empathize with and understand the feelings and concerns of patients, within the Memorial Healthcare System. Possesses ability to perform job duties in a sedentary position at a desk and using a headset while operating in a self-sufficient manner with minimal guidance throughout the day. Ability to adapt to changes in products, processes, and call center technology.

Required Work Experience: One (1) year of customer service experience required.One (1) year of experience in a call center setting and / or one (1) year in a healthcare setting preferred.

Working Conditions and Physical Requirements:

• Bending and Stooping = 60%
• Climbing = 0%
• Keyboard Entry = 100%
• Kneeling = 0%
• Lifting/Carrying Patients 35 Pounds or Greater = 60%
• Lifting or Carrying 0 - 25 lbs Non-Patient = 80%
• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40%
• Lifting or Carrying > 75 lbs Non-Patient = 0%
• Pushing or Pulling 0 - 25 lbs Non-Patient = 80%
• Pushing or Pulling 26 - 75 lbs Non-Patient = 80%
• Pushing or Pulling > 75 lbs Non-Patient = 0%
• Reaching = 80%
• Repetitive Movement Foot/Leg = 0%
• Repetitive Movement Hand/Arm = 80%
• Running = 0%
• Sitting = 80%
• Squatting = 80%
• Standing = 80%
• Walking = 80%
• Audible Speech = 80%
• Hearing Acuity = 80%
• Smelling Acuity = 0%
• Taste Discrimination = 0%
• Depth Perception = 80%
• Distinguish Color = 0%
• Seeing - Far = 80%
• Seeing - Near = 80%
• Bio hazardous Waste = 60%
• Biological Hazards - Respiratory = 60%
• Biological Hazards - Skin or Ingestion = 60%
• Blood and/or Bodily Fluids = 60%
• Communicable Diseases and/or Pathogens = 60%
• Asbestos = 0%
• Cytotoxic Chemicals = 0%
• Dust = 0%
• Gas/Vapors/Fumes = 60%
• Hazardous Chemicals = 60%
• Hazardous Medication = 60%
• Latex = 60%
• Computer Monitor = 100%
• Domestic Animals = 0%
• Extreme Heat/Cold = 0%
• Fire Risk = 0%
• Hazardous Noise = 0%
• Heating Devices = 0%
• Hypoxia = 0%
• Laser/High Intensity Lights = 0%
• Magnetic Fields = 0%
• Moving Mechanical Parts = 0%
• Needles/Sharp Objects = 60%
• Potential Electric Shock = 0%
• Potential for Physical Assault = 40%
• Radiation = 0%
• Sudden Decompression During Flights = 0%
• Unprotected Heights = 0%
• Wet or Slippery Surfaces = 40%

Shift:

Days

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.

We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer, pre-placement assessment, including drug testing.

If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net

Memorial Experience - Our Values

Be where care matters. At Memorial Healthcare System, we are dedicated to improving the health, well-being, and quality of life of the people entrusted to our care. This unwavering commitment to our service vision makes the difference and is the foundation of The Memorial Experience.

Deeper Caring. Smarter Healthcare.
Talk to our patients and their families about “Deeper Caring,” and they'll tell you stories about miracle babies, lives saved through sheer determination, and the comforting kindness of others. About people who advocated for the family’s best interests and cared for them in body, mind, and spirit.

For our employees, “Smarter Healthcare” means constantly improving how we deliver care. It could be a new technology, a streamlined process, or a cutting-edge program leveraging our system strengths. But, no matter how you look at it, our service vision is integral to our culture today and what we strive to be tomorrow.

We invite you to share in the Memorial Experience – where touching lives, lifting spirits, and healing the human body is our profession’s greatest privilege and reward.

Veteran's Preference

Be where you are valued. Memorial Healthcare System provides preference as part of our commitment to honoring the service and sacrifice of veterans in alignment with state regulations. Veteran’s Preference allows for the first choice in interviewing, hiring, retention, and promotion after deployment when all other applicant qualifications are equal. However, Veteran's Preference does not guarantee a job.

Who is eligible for Veteran’s Preference?
We are proud to offer preference to internal and external applicants who identify within these categories: veterans, disabled veterans, spouse of a disabled veteran, unremarried veteran widow/widower, certain family members, active reservists and members of the National Guard.

What should I do if I am eligible for Veteran’s Preference?
You must claim your Veteran’s Preference status on your application. If selected for a job, you must provide documentation regarding your status.

How does Memorial verify that someone is eligible for Veteran’s Preference?
We require specific documentation as determined by the basis for which someone claims preference. For example, the documentation for a disabled veteran is different from the documentation required for the spouse of a veteran killed in the line of duty.

How often can an eligible person claim Veteran's Preference at Memorial?
There is no limit to how often internal or external applicants can use preference when a job is posted externally on our career website or elsewhere.

What if there are two equally qualified, preference-eligible job applicants?
In this case, the selection is based on the eligibility category in accordance with Florida law. First preference is given to:
An honorably discharged veteran who has served on active duty and has a service-connected, compensable disability.
A spouse of a person who has a total, permanent, service-connected disability and cannot qualify for employment.
A spouse of a person missing in action, captured or forcibly detained or interned by a foreign government or power.

What do I do if I am denied Veteran's Preference?
If you feel you have been unfairly denied Veteran’s Preference by Memorial Healthcare System, please contact EmployeeRelations@mhs.net. You may also file a complaint with the Florida Department of Veterans’ Affairs (FDVA).

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