Penn State Health - Penn State Health Corporation

Location: US:PA: Hershey
Work Type: Full Time
FTE: 1.00
Shift: Day
Hours: 8:00a - 4:30p Every 5th weekend
Recruiter Contact: Garrett C. Kieffer at gkieffer@pennstatehealth.psu.edu

SUMMARY OF POSITION:

Provides a high quality experience for the patients and physicians of Penn State Health and acts as the first point of contact for various patient needs including scheduling, registrations, access and general information, and appointment confirmation. Provides essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities including the Careline, MD Network, MD Network Pediatrics, and Patient Relations inbound phone queues that support the entire medical institution including the hospital, Medical Group, College of Medicine, and across all Penn State Health locations. Deploys excellent customer service engagement skills by phone and electronic mail. Responsible to accurately process a high volume and wide variety of calls by determining the caller?s specific needs, assisting the caller, or redirecting the caller to the proper location for assistance. Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures.

ESSENTIAL DUTIES: The percentage of time spent performing essential functions is 95%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties: 

• Provide information to all PSH patients and non-patients, resolve issues, or direct calls to proper location using Avaya phone system. 
• Proactively collaborates with internal business partners to routinely maintain and update assigned site profiles. Facilitate, process, and document physician to physician consultation requests from internal and external physicians by using Tiger Text and connecting with on-call provider. 
• Schedule, change, cancel, and confirm appointments for all Academic Medical Group Family Community Medical locations, General pediatrics, Radiology, and other limited specialty services using Cerner and site specific protocols. 
• Schedule Newborn appointment requests from the discharge task list. 
• Provide feedback regarding appointment cancellations or changes via e-message or Tiger Text to all locations. 
• Process and document complaints and compliments from patients for multiple hospitals and Community Medical Group. 
• Communicate to Patient Relations Department using the Midas platform. 
• Register and cancel patients for health screenings and educational classes using the Centaurus documentation system. 
• Register patients for internal and transitional rehabilitation care requests and provide follow up information to rehabilitation locations. 
• Provide support to physician call-offs by making outbound phone calls to cancel patient appointments. 
• Communicate detailed appointment list to site location. 
• Perform administrative duties (including clerical duties, faxing, copying, mailing patient correspondence). 
• Collaborate with other team members and departments to ensure that smooth and efficient flow of patient care is not delayed or compromised. 
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• High School Diploma required.
• 1 year of job related experience required.
• Ability to successfully complete a hands-on training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

KNOWLEDGE, SKILLS, & ABILITIES:

Ability to maintain and utilize proficient knowledge in in all department processes, procedures and software applications that support for the daily operations of the Contact Center including Centuarus, Smart Web, Cerner, Powerchart, Outlook, Decision Tree and Microsoft folders.

High level of service excellence in all interactions with patients, business partners, and team members according to established behavioral standards.

Excellent customer service, interpersonal communication, problem solving and computer skills.

Strong oral and written communication skills, decision making and resilience.

Critical thinking skills and good judgment under pressure.

High level of professional and ethical standards and performance.

Ability to acquire and maintain proficient knowledge in policies and procedures including scheduling, referrals, paging, and location information.

PREFERRED QUALIFICATIONS:

Experience including word processing, scheduling, telephone call center system, medical office, or medical terminology preferred.

High volume call center experience preferred.

WHY PENN STATE HEALTH?

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

For more information:  About Us | Careers | Penn State Health   

Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:

• Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
• Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
• Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
• Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
• Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

For a full list with more detailed information: https://www.pennstatehealth.org/careers/working-here/total-rewards

WHY PENN STATE HEALTH CORPORATION?

There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system. 

Within Penn State Health?s Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth. 

YOU TAKE CARE OF THEM. WE?LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence ? that?s Penn State Health. But what makes our healthcare award-winning? That?s all you.

This job posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. 

Union: Non Bargained

About Penn State Health

At Penn State Health, our mission is to enhance the quality of life and serve our community through improved health, the education of health professionals, and the discovery of knowledge. For us, service excellence is not only for our patients but also our employees. It means valuing each and every employee.

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