Providence Health & Services Care Access Liaison in Renton, Washington
Providence St. Joseph Health is calling a Care Access Liaison to our location in Renton, WA.
We are seeking a Care Access Liaison to provide patient-centered, coordinated access to the complex network of facilities, institutes, and clinics. As they do so, they foster and nurture relationships with existing patients and those seeking treatment. Care Access includes ‘find a physician’ navigation within a health network, scheduling appointments and classes, and functioning as an entry point and informational resource for patients into the health system. This position is part of the Patient Engagement Center team, which provides high-touch, personalized assistance to patients at Providence Health & Services, Swedish Health Services, and other partners.
In this position you will:
Develop a strong understanding of healthcare services and networks and answer a wide variety of related patient questions.
Respond to patient and physician office referral requests that come through phone, fax, online.
Asks probing questions to fully understand patient needs.
Utilize patient search criteria (condition, geographic location, insurance, etc.) to select the best referral option.
Introduce patients to service line staff and remain on the line as required for more detailed questions or referral needs.
Make appointments and/or coordinate with facilities/clinics to provide timely appointments.
Educate referred patient about travel directions, parking information, dining and lodging near clinical services.
Be responsible for client account troubleshooting and daily reporting of case handling (opened, in progress, closed).
Handle all aspects of the process with the highest customer service (internal and external).
Communicate effectively via phone, e-mail, chat, instant message, etc.
Document patient contacts and referral information; track and follow-up on open action items in a timely manner.
Required qualifications for this position include:
High school diploma or equivalent.
Minimum of two (2) years of phone customer service experience.
Preferred qualifications for this position include:
2 years of Customer Service experience in a healthcare environment.
3 years of experience working in the medical field.
Experience interacting with and engaging customers virtually over the phone.
Exceptional customer service skills.
Strong communication skills, both oral and written.
Strong computer skills.
Knowledge of medical terminology.
Demonstrated ability to multitask.
Ability to be a team player.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We offer a full comprehensive range of benefits - see our website for details
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Community Service
Req ID: 242899