Address
Form of workJOB PURPOSE:
Serves as a patient liaison through the continuum of care and supports patients' decision-making processes as it relates to scheduling, coordinating, navigation and establishing appointments. Supports same-day or next-day appointment management and appropriate follow-up scheduling. Possesses strong knowledge of billing and insurance. Monitors patient feedback and assists with patient outreach, as necessary. Gathers required information for proactive outreach to patients. Routes patients to complementary support services, as needed. Provides education and outreach services that promote the patient-centered care model. Educates patients about system technology and assists with all patient interactions to ensure a fluid and positive experience.
KEY RESPONSIBILITIES:
1. Coordinates patient care across the care continuum, being a liaison between patients and Piedmont Healthcare. Collects, organizes, manages, and analyzes pertinent patient information for coordination of patient care.
2. Serve as patient's central point of contact for any inbound questions or request from Piedmont Concierge Services members.
a. Accepts and returns calls and/or e-mails from patients regarding coordination of appointments, follow-ups, future and past appointments, and any questions may have
b. Assists in coordination and scheduling appointments, and giving reminder calls.
JOB TITLE: Personal Health Assistant
JOB CODE: A05468
DEPARTMENT: Piedmont Concierge Support
CREATED: January 2023
ENTITY: Physician Enterprise
MODIFIED:
c. Conducts pre-visit chart review of patients including identification of all needed preventive health maintenance for proactive outreach, and opportunities for patients for future appointments
d. Proactively acts as a patient advocate, responding to and working to resolve patient concerns
e. Provides appropriate patient education throughout care process
f. Links patients with complementary services
g. Communicates appropriately with physicians and clinical staff when needed
h. Address any other questions or concerns from patients
3. Oversees and ensures success program and management of patient panel
a. Tracks and maintains panel of patients and monitors program performance for members assigned to Liaison.
b. Assist with overall design of program and addresses areas of opportunity
c. Aids in direction of work with program managers and directors on the development and further implementation of program
d. Assist in program growth through community outreach
e. Recognizes and seeks opportunities for program improvement based on patients' needs and concerns
f. Maintains contact with program participants and supports additional program components.
KNOWLEDGE, SKILLS, ABILITIES
Current working knowledge of healthcare systems, patient experience, and customer service
Skills including time management, verbal and written communication, active listening, critical thinking, decision making, priority setting and organization.
Ability to interface with all types of people and handle difficult situations
Possess superior customer service via phone, in person, or via other technologies
Possess strong administrative and problem-solving skills
Possess knowledge of Epic
MINIMUM EDUCATION REQUIRED:
Bachelor's degree in Business, Healthcare, Information Technology or a related field. In lieu of degree, five (5) years of relevant work experience will be accepted in addition to the experience requirement.
MINIMUM EXPERIENCE REQUIRED:
Three (3) years of experience in healthcare industry required.
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.
ADDITIONAL QUALIFICATIONS:
Prior experience or knowledge of Piedmont and Salesforce is preferred.
