Referral Services Specialist
Provides exceptional customer service to consumers which establish a positive first impression of Northwestern Medicine. Exceed all consumer requests and alert management of issues or concerns that require escalation. Appropriately triage telephone inquiries requesting medical services and/or physician referral/appointment to determine level of urgency/acuity and type of physician needed for stated problem. Maintain sufficient medical knowledge base with ability to recognize urgent clinical situations and demonstrate communication skills necessary to make appropriate physician referrals to potential patients. Assist consumers in scheduling and registering new patient appointments. Register and educate consumers on classes in Women's Health, Wellness Institute, and the Health Learning Center. Securely process consumer's credit card information accurately with PCI compliance standards upon class registration. Educate consumers about additional NMHC services i.e. clinical trials and support groups. Obtain knowledge about hospital product lines to enable cross marketing of services. Participate in training programs as new product lines are introduced. Maximize opportunities to cross-sell NMH services. Direct consumers to the NMHC website for additional information as needed. Protect the integrity of the proprietary database by entering and updating all consumer/physician demographic information correctly to avoid duplicate or inaccurate records. Assist consumers in scheduling in multiple systems on behalf of NMH, NLFH and NMG. Serve as the call to action point for media stories and press releases, to provide consumers with additional information or instruction as directed with each specific media release. Serve as the call to action point for registering consumers for NMHC special events, e.g. Health events or HAZMAT training. Document source media codes for all consumer transactions to accurately track effectiveness of all marketing and media campaigns. Serve as primary resource for Hoptel program, the discount lodging program for patients, their families, and guests requiring short term hotel stays. Maintain the department average for all individual quality goals including contact center metrics, appointment scheduling, database accuracy, and quality monitoring. Keep abreast of all daily correspondence to ensure that consumers are receiving accurate and up to date information. Keep fellow team members informed of all pertinent changes to procedures or any new insights into clinical issues. Keep abreast of changes with health care plans to accurately make physician referrals to patients according to their carrier. Assist patients on requirements of their particular plans e.g. HMO, IPA. Contact the carrier as necessary for clarification of coverage and requirements prior to providing physician referrals. Respond to Internet requests from consumers within 24 hours, or by the next business day for specific information related to their healthcare request. Provide pre-screening for clinical research trials as requested, to determine eligibility for participation as a potential subject. Serve as crisis tele management center, as necessary, providing access point for consumers/physicians during major media events and operation triage. Staff telephone contact center for families of victims during operation triage as indicated by the command center. Interface with various hospital departments and physician offices while directing consumers and physicians through the Northwestern Medicine organization. Completes telephone contacts to exceed expectations of callers. Monitors queue status closely to minimize wait time of caller. Focus on continual process improvements for assigned program liaison responsibilities to achieve optimal outcomes. Ensure accuracy of proprietary database. Other duties as assigned. AA/EOE.
Required:
2 year college degree.
Sales/telemarketing and/or medical staff office and computer experience.
Excellent customer service skills.
Desired:
Additional training in health care, marketing, or communication.
Familiarity with health care plans and managed care.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Required:
2 year college degree.
Sales/telemarketing and/or medical staff office and computer experience.
Excellent customer service skills.
Desired:
Additional training in health care, marketing, or communication.
Familiarity with health care plans and managed care.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
