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Form of workJob Description
The purpose of the Referral Network Specialist is to engage, activate, and train care providers in our Referral Network to maximize value and usage of ABOUT solutions. This role will assure the accurate and timely setup and updates of providers for implementing the ABOUT platform as well as support ongoing engagement with clients and care providers. This has a direct impact on delivering on our mission to connect those in need with those who heal, faster.
ESSENTIAL FUNCTIONS:
This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.
- Conduct outbound project calls to facilities and service providers to assist them with activating them in our network, signing up for training events, and encouraging system engagement.
- Provide end user training through remote sharing tool in one-on-one event or larger provider group events.
- Perform outbound calls to non-responders and low responders within project guidelines.
- Serve as liaison between customers, management and/or development personnel for escalations and troubleshooting.
- Keep accurate documentation of progress on assigned projects and on identified issues with software, customers, and providers, documenting all calls and updates in CRM or Project Management solution.
- Support inbound calls and tickets by engaging in real-time inquiries and assisting customers to resolve user and provider setup issues.
- Interact professionally with customers and cross-functional colleagues, via phone, email, or in person communication, driving world class support and serving as a role model to the team.
- Assist leadership and peers in continuous quality improvement by offering ideas to optimize network performance, provider engagement, operational efficiencies, and implementation or project efforts.
- Perform other duties as assigned by leadership.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Need to Have:
- 2-3 years customer service experience in an office environment. Knowledge and competency of healthcare terminology.
Nice to Have:
- Some college preferred.
Required Knowledge and Skills
Required Knowledge:
- Excellent computer and technical skills with the ability to learn new software quickly.
- Excellent written and verbal interpersonal communication skills.
- Motivated self-starter with ability to work independently.
- Ability to problem solve, prioritize and multi-task, engaging in multiple initiatives simultaneously.
- Ability to interact comfortably and competently over the telephone.
- Ability to listen attentively and be patient with difficult calls.
- A proactive team player who is accountable, cooperative, professional, and dependable.
- Ability to adhere to deadlines and remain productive in a high-volume environment.
- Ability to think critically and problem solve.
- Willingness to work evenings and weekends and some holidays (on-call).
Ability to travel 25% of the time.
- Correct business English, including spelling, grammar, and punctuation.
Required Skills:
- Using initiative and independent judgment within established department guidelines.
- Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
- Establishing and maintaining effective working relationships with a variety of individuals.
ABOUT Values
- Passion
- We have a passion for people—more specifically, keeping people at their best by getting them to the right care, right away. Why? Because in our line of work, time saves more than lives. It preserves quality of life. Which enables the people we’re passionate about to continue chasing their own passions.
- Courage
- How many great stories of breakthrough and triumph involve adhering to the status quo? We’ve been at this for years, and we’ve counted zero so far. For as scary as stepping out of our comfort zone is, taking bold leaps to leave it in our dust can be downright terrifying—and worth it. Every. Single. Time.
- Determination
- We like to think we’re pretty smart. And we owe a pretty big part of our success to date to our many bright minds. But it’s our tireless work ethic, refuse-to-lose attitude and understanding that there will always be opportunity to improve that keep us on top of our game. And ahead of our competition.
- Humility
- We are not chest-pounders. We are faithful-doers, lesson-learners and wisdom-sharers. For us, it’s not about individual accolades—or even our achievements as a company. Contributing to a better healthcare that keeps people at their best—patients and clinicians alike—is reward enough.
- Curiosity
- Today, we are in an amazing place. But we only got here because we never stopped asking “what if” and pushing ourselves to create “what is.” While some fear the unknown, we embrace our industry’s toughest questions. Because answering them makes a powerful statement: There is not impossible, only undiscovered.
- Accountability
- As much as we may strive for perfection, we’re anything but perfect. When we slip up, we don’t hide from it. We own it, and we grow from it. Setting an example for our peers, our partners, and our profession as a whole. Because it’s important to recognize that process is never a straight line forward.
PHYSICAL/MENTAL REQUIREMENTS:
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mobility to work in an office setting, use standard office equipment and stamina to sit for extended periods of time; strength to lift and carry up to 10 pounds; vision to read printed materials and computer screens; and hearing and speech to communicate in person or over the telephone.
ABOUT is also an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
ABOUT offers a flexible, purpose-built solution that empowers hospitals and health systems to operate as one connected network of care. We enable easy access for clinicians to move patients into and out of the acute care setting - getting them to the next, best care setting faster and easier. Complemented by our clinical experts and best practices, we provide health systems the necessary controls and insights to grow with resilience, drive clinician effectiveness, and improve patient outcomes.
