Intake And Triage Specialist

Intake and Triage Specialist #14-606-339

A leading medical institution is seeking an Intake and Triage Specialist. The successful candidate will represent the department to internal and external customers by providing day-to-day functional support to call center agents and guidance to patients seeking Patient Relations services. The ideal candidate has excellent communicational skills: must model PRIDE values at all times, as well as demonstrate active listening, non-judgmental responses to patient and family complaints, de-escalation techniques, and have the ability to handle and find compassion and empathy for patients and others who are suffering from complex medical situations, including those with mental health concerns.

Intake and Triage SpecialistPay and Benefits:

• Hourly pay: $26/hr
• Worksite: Leading medical institution (San Francisco, CA 94143 - Hybrid)
• W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program
• 40hours/week, 3 Month Assignment

Intake and Triage SpecialistResponsibilities:

• Listen compassionately, asks appropriate questions, and then enters in the database complaints and grievances, including complex quality of care allegations from patients, families, physicians, hospital staff, and other external contacts, received in person, on the phone, through email, and hard copy mail.
• Forward pertinent information of simple complaints to appropriate departments.
• Document all confidential inquiries in the Patient Relations database for use in benchmarking with other Medical Centers.
• Provide consultation to and liaises between patients, physicians, staff, department managers, and directors throughout the Medical Center to coordinate and participate in the resolution of problems based on knowledge of Medical Center systems, policies, and procedures. Independently promote quality and safety improvement efforts to avoid similar problems, and follows through with appropriate staff support, training, and intervention evaluation.
• Interact with, abusive, threatening, and potentially violent patients and visitors. Collaborate with the Threat Management Team, Security, and Police department to evaluate appropriate management and responses to ensure the safety of staff. Escalates concerns as needed to Patient Relations management.

Intake and Triage SpecialistQualifications:

• 4+ years of relevant experience
• Bachelor’s degree in a related area and/or equivalent experience/training
• Experience in a high-volume call center is required.
• Experience with Epic, RL Solutions, and Cisco Softphone desired.
• Excellent active listening skills and strong abilities to hear key components of patient feedback to effectively triage complaints and/or grievances.
• Excellent customer service and communication/interpersonal skills, both over the telephone, email, and directly.
• Knowledge of Patient Relations, medical center, and Institution's policies and processes. Thorough knowledge of relevant patients' rights federal, state, and local laws and regulations to identify potential compliance risks, and clinical and operational implications.
• Proven ability to lead a team.
• Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develops trust, contributes skills that complement others and supports Patient Relations efforts.
• Strong skills to evaluate issues and identify solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through a critical thinking process.
• Ability to use sound judgment in responding to issues and concerns.
• Solid organizational skills and ability to multi-task with demanding timeframes.
• Ability to use discretion and maintain confidentiality.

Intake and Triage Specialist Shift:

• 8:30 am - 5:00 pm.
• Onsite for the first week and then remote.