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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.
Provide physician referrals according to the caller's needs.
Reduce gaps in care and help patients overcome 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 correspondence.
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.
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.
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 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, dental and vision insurance.
Health and dependent care flexible spending accounts.
403(b) (401(k) subject to collective bargaining agreement).
Paid time off and 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.
