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Role Description

Serves as a point of contact for referring physicians, patients, and caregivers to provide assistance with assessing physician services offered within Virtua.

• Convert callers interested in Virtua Health into appointments, referrals, and utilization of services.
• Serve as a liaison between referring physicians, patients, specialists, and team members.
• Navigate patients through the continuum of care.
• Serve as a concierge service to improve customer outcomes for optimal transition of care.
• Increase Virtua’s business and patient satisfaction by using excellent customer service skills.
• Coordinate all appointments for services, consults, register for classes and Virtua programs, and provide physician referrals according to callers' needs.
• Reduce gaps in care and identify barriers across the care continuum.
• Arrange transportation to appointments and direct patients to financial counseling options.
• Ensure language translators are available to patients.
• Perform data entry and complete all data records with concise patient information and appropriate coding.
• Understand all databases used such as Epic, Calibrio, CRM, Cisco phone system, and Physician database.
• Deliver monthly reporting demonstrating outcomes and performance of service.
• Follow up with patients via telephone and correspondences.
• Collaborate with providers and care team as necessary.
• Maintain confidential records and files/screens telephone calls and resolves routine inquiries/problems.
• Develop a thorough understanding of Virtua services including tests, preps, and procedures for timely scheduling.
• Have knowledge of insurance plans, medical terminology, and financial assistance programs.
• Responsible for outreach efforts to establish and maintain positive working relationships with key customers (physicians, office staff, nurses, etc.).
• Reconcile department money reports along with refunds and send to accounting department.
• Process credit cards for appropriate classes and monitor online credit card transactions.

Qualifications

• A minimum of 2-3 years of customer service or call center experience required.
• Pleasant and professional phone skills with good diction, tone, and pace.
• Strong written and communication skills required including grammar and spelling.
• Ability to work quickly while making accurate decisions is required.
• Must be able to use general office equipment including a multi-line telephone system.

Requirements

• High school degree or equivalent; associate’s degree preferred.
• Health care experience including medical terminology and managed care strongly preferred.

Benefits

• Medical/prescription insurance.
• Dental and vision insurance.
• Health and dependent care flexible spending accounts.
• 403(b) (401(k) subject to collective bargaining agreement).
• Paid time off.
• Paid sick leave as provided under state and local paid sick leave laws.
• Short-term disability and optional long-term disability.
• Colleague and dependent life insurance and supplemental life and AD&D insurance.
• Tuition assistance.
• Employee assistance program that includes free counseling sessions.