Do you have compassion and a passion to help others? Transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your lifes best work.(sm)
ProHealth Physicians, part of OptumCare
If you want to get way ahead in your career, it makes sense to be with an organization's that's way ahead of the curve. Formed in 1997, ProHealth Physicians has grown to become Connecticuts leading primary care physician organization. With over 90 locations throughout the state of Connecticut, our family of primary care doctors and specialists care for more than 360,000 people statewide. In fact, ProHealth serves every county and provides roughly ten percent of the primary care delivered to patients in the state. We're leaders in thinking and in serving our communities. For instance, we're a C.M.S. approved Accountable Care Organization (ACO), covering over 30,000 Medicare patients associated with our community-based primary care providers. We're also nationally recognized as a NCQA Level III Medical Home. That kind of progressive leadership makes us perfect fit for OptumCare and UnitedHealth Group's expanding family of providers. This is a place where you can stay way ahead as you do your life's best work.(sm)
ProHealth Physicians has an immediate opening for a friendly, customer focused and detailed oriented RN to join our team. This will be an 8 am to 5 pm opportunity and providing telephonic triage support to our patients. This role will be based from our Litchfield, CT office.
Primary Responsibilities: - Respond to inbound clinical inquiries and appointment scheduling requests for medical services
- Use approved age appropriate triage protocol manuals to guide clinical triage decisions
- Schedule appointments in practice management system in accordance with triage protocol, scheduling protocols and patient preferences
- Escalate calls to a provider as necessary based on triage protocol
- Listen to patient clinical concerns and offer appropriate recommendations based on guidelines
- Recommend next best actions or cross promotional opportunities to patients and provide education on appropriate additional services or preventive health opportunities
- Document all caller information in customer relations management (CRM) tool
- Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution
- Communicate with provider office staff on patient concerns, requests and scheduling changes
- Ensure that all actions comply with relevant guidelines protecting personal and health information (e.g., HIPAA requirements)
- Follow departmental policies & procedures, workflow guidelines and escalation processes at all times
- Ability to work in a real-time (live) high call volume, online environment while working at a computer screen for long periods of time
- Above average critical thinking skills to listen/read, interpret, evaluate and resolve customer issues with minimal supervision and positive outcome
- Demonstrated ability to exercise exceptional judgement and exhibit highly effective interpersonal and conflict management skills when handling sensitive and/or confidential information and situations
- Ability to interact with a variety of customers including patients, healthcare staff members and physician office personnel, utilizing professional email and telephone etiquette
- Ability to work as an effective, collaborative team member with their Patient Access Coordinator colleagues
- Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds
- Must possess strong verbal, written, active listening and interpersonal communication skills
- Disciplined self-learner with independent work ethic, time management, organization and follow-up skills
- Achievement-oriented; motivated by achieving productivity goals, performance metrics and company objectives
Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
