Certified Medical Assistant/ Patient service rep - CommonSpirit Health

CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.

Job Summary:

Candidates must live in or around Erlanger/Lexington Kentucky.  While this postition is remote, you may be required to attend training or meetings on site.

CHI health starts out with one goal at our core- Excellent care, delivered with compassion, for all in need.  Working with CHI Health provides employees with the opportunity to positively affect the health and well-being of entire communities.  By uniting "Healing and Humankindness" we work together with our physicians and health care experts to provide the best care experience to our patients and the communities we serve.  

As part of the CHI Health team you'll work in a culturally diverse environment that supports your success and career development. The Contact Center Rep position is the first point of entry for our patients, physicians, other clinic staff, internal and external laboratory and imaging staff, hospital staff, patient family members, and vendors. As a CHI Health Contact Center Rep your role is to provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email and text.  A Contact Center Rep may also perform a variety of other duties including care coordination, outbound calls, processing referrals and authorizations but not limited to collecting and updating demographics and insurance information, verification of health plan eligibility, taking complete an accurate messages, and scheduling mutually acceptable appointment times utilizing an electronic appointment management system, EHR, and contact center systems. In addition, may assist with referrals and authorizations. As the first point of patient contact your role is to provide effective patient experiences with an emphasis on first contact resolution in a culture of "yes". Contact Center Representatives may assist with patient calls from multiple locations and specialties, and hours may vary as needed.

 Job Standards:

1 Patient Service
1.1 Independently works to resolve patient and consumer questions related to patient care, appointment requests,
referrals, authorizations, insurance verifications, coordination of care and general requests. Outbound calls for
alignment of services to patients care needs.
1.2 Welcome new patients and consumers by providing options of services and products available to aid patients in receiving
care for providers across Common Spirit Health accordingly to operational need.
1.3 Provide status updates on care delivery including post hospital care, specialty, referral support and primary care delivery.
1.4 Answers and resolves high volume of incoming calls while maintaining a high degree of accuracy a professional and
empathetic manner. Aids in providing timely access to care by scheduling and coordinating care.
1.5 Complies to department scripting, standard work, clinical protocols and scheduling criteria following department
guidelines. Works independently within scope of knowledge and training to determine the type of appointment or
urgency requires while adhering to access guidelines, policies and protocols.
1.6 Supports all consumers including patients, physicians, hospitals, laboratories for care coordination within
Medical Assistant scope, including but not limited to processing Medication Refills and relay results.
1.7 Utilizes EHR to process medications, provide results, document clinical observations in scope.
2 First Contact Resolution
2.1 Ability to identify the reason for the call, care opportunities and assist the caller with inquiries, concerns or challenges with
the focus on first time appointing and resolution for care needs. Ability to identify and transition patient and consumer
matters to clinical triage, care support or appropriate escalation expert for resolution of the patient's matter
3 Contact Handling
3.1 Ability to gain understanding and effectively communicate with patients and consumers verbally and in writing
(includes communication with medical center staff, patients, families, and other internal and external consumers)
4 Flexibility
4.1 Ability to demonstrate job requirements, support all common spirit practices as needed and training independently. Ability to
problem solve and critical analyze solutions for patients. Participate in two shift bids per year to support markets within
operational or seasonal needs.