Hours:

Shift Start Time:

8 AM

Shift End Time:

5 PM

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

No Weekends

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$27.280 - $34.100 - $40.920

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant's years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
Represents Sharp Reese-Stealy in the community and act as a liaison for patients by providing guidance and coordination. Educate patients, physicians and staff on SRS services and policies.

Required Qualifications

• H.S. Diploma or Equivalent
• 3 Years experience in healthcare setting.

Preferred Qualifications

• Some college.
• Business service experience.

Essential Functions

• Collaboration
  Works with Marketing Department by representing Sharp Rees-Stealy in community, health plan, benefit and special events dealing with site specific programs.
  Increase visibility in the community by assisting and representing Sharp Rees-Stealy in community events and employer group health fairs.
  Coordinates health plan events, reception meetings, and other community events in conjunction with Marketing.
  Orient potential new customers by offering site tours, scheduling first visit, reviewing insurance information and preliminary registration.
  Regularly rounds in waiting areas to obtain feedback regarding satisfaction with our service. Uses key words, AIDET and requests patients return survey if received.
• Conflict management and process improvement
  Improves patient's perception of services through education and service recovery. Utilizes written and verbal communication to provide solutions.
  
  Provides service recovery, addressing immediate issues before they escalate, to patients submitting complaints. Make determination for immediate or 24 hour resolution.
  Identify problems within the community that directly relate to patient care. Formulate tools and training to improve service educates and advises physicians and staff on service recovery methods.
  Continuously educates and advises physicians and staff on service recovery methods.
  Provides education, feedback, insight, and solutions to managers and staff members regarding patient complaints and noted trends.
  Meet regularly with Regional Medical Directors regarding process for resolutions and completion of quality indicator coding of patient complaints in relation to physicians.
  Utilize pre-approved letters to provide feedback, education or resolution to patients. These letters may include: no-shows; noncompliance; termination from practice; unable to reach patient; billing issues; misconduct; apology and closure.
  Coordinates requests to terminate patients from the medical group. Review patient's medical records and patient complaint database against policy and procedure. Provides feedback to physician if patient is within guidelines and unable to terminate or forward recommendation for termination to the Quality Department.
• Patient complaint intake and resolution
  Records complaints and documents in Quality Department Database. Coordinates complaint process and assures finalization.
  Respond initially to all calls and other forms of communication within one business day.
  Explain the patient complaint process to the patient. Assure completion for complaint process within stated guidelines and provision of response to patient within fifteen working days (or within stated deadline for insurance plan grievances).
  Research and assess complaint, enter into database and assign a quality indicator code when appropriate. The complaint would then be recorded on a patient interaction form.
  Facilitates follow-up complaint and response to patient by phone or letter.
  Provide steps necessary to complete investigation by manager for employees or RMD for physicians. Facilitates follow-up of complaint and response to patient by phone or letter.
  Maintain patient complaint files and follow up as needed.
  Evaluate and record investigation and resolution submitted by manager or RMD. Enter quality indicator code(s) in database.
  Create patient complaint reports for all Site Executive Forum monthly meetings. The goal of this effort is to keep the physicians and management informed of trends identified at the sites.
• Teamwork and leadership
  Serves as effective team member and approaches tasks and projects as a leader and facilitator.
  Provides ongoing support to entire patient care team as needed.
  Assist in development of skills of staff and volunteers.
  Assists in implementation of department goals and supports changes initiated by management.
  Facilitates interdepartmental cooperation.
  Demonstrates willingness to help co-workers and recognize other's efforts.
  Demonstrates a commitment to serving other employees above self through teamwork, collaboration, developing others in an uncompromising adherence to Sharp Health Care values. Decisions are guided by the organizational values and are made with honesty and respect.
• Training and education
  Demonstrates a commitment to educate staff, physicians, and customers through teamwork, collaboration and information to improve service and make future interactions more positive by being well informed.
  Effectively communicates with co-workers to improve patient satisfaction by offering customer service options in dealing with difficult situations.
  Educates physicians on SRS policies regarding non-compliant, "no-show" and termination of patients follow Health Plan guidelines.
  Provides policies, guidelines and direction regarding the patient complaint process during Physician Orientation.
  Successfully educates with internal and external customers regarding referral program, insurance issues, utilizations review department and any other that will effect positive outcome for customers.
  Promotes and trains front line staff to utilize key words in patient interactions, especially apologies.
  Report trends of patient complaints at patient service representative and nursing meetings. The goal of this effort is to make staff aware of complaint trends and work collaboratively with Liaison to achieve improvement.
• Volunteer management
  Coordinates site Volunteer Program. Place volunteers in various departments and directs daily activities. Orients and trains volunteers.
  Provide site orientation.
  Provide orientation to Sharp Rees-Stealy and Sharp HealthCare Systems.
  Introduce the Sharp Experience and monitor compliance with our standards.
  Maintain database containing volunteer service hours and provide service hour totals.
  Provide oversight and quality to volunteer staff.
  Oversee safety of volunteer staff by education of HIPAA, safety codes, and TB testing.
  Coordinate daily activities and assignment: sick calls, vacations and preferential hours.
  Coordinate site recognition of volunteers: holiday breakfast/luncheon and other annual site specific events; assists with planning of yearly recognition luncheon funded by the Quality Department.
  Resolve problems and provide positive feedback.
  Junior Volunteer Program (if applicable): recruit volunteers at the local high schools, communicates regularly with guidance counselors to discuss needs of the facility and student; and communicates with high school regarding hours completed by each student.

Knowledge, Skills, and Abilities

• Knowledge of healthcare insurance required.
• Customer service experience preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

PDN-9dd05488-09fd-430b-a349-2771f1530334