Community Resource Coordinator I - Patient Acecss Part Time - Days

General Summary

Plays a pivotal role in ensuring the continuity of care of patients while serving as a key resource to local communities. Facilitates access to services and resources, working closely with patients, healthcare providers, and community organizations. Utilizes exceptional customer service skills to address the diverse needs of patients, advocating for their well-being and supporting their health journey. Represents WellSpan Health in a professional, compassionate, and positive manner, fostering strong relationships with community partners and enhancing the overall healthcare experience for individuals and families.

Shift

Part Time, Days, M-F 8am-12pm

Duties and Responsibilities

Essential Functions:

• Manage High Volume of Communications: Efficiently manages a high volume of incoming phone calls in a fast-paced environment, ensuring timely and professional responses to inquiries, requests and concerns. Provides accurate information, addressing patient needs, and directing calls to the appropriate department or resource. Proactively places outbound calls as needed to follow up with patients, community partners, or healthcare providers, ensuring continuity of care and effective coordination of services. Maintains a calm and empathetic demeanor during all interactions, while prioritizing tasks to ensure all calls are handled promptly and effectively.
• Coordinating Referrals and Orders: Works collaboratively with referring providers, physician offices, and other departments to facilitate the accurate and timely processing of referrals, orders, and necessary documentation for scheduled services. Ensures that all required information is captured and communicated effectively.
• Patient Information Management: Accurately collects, enters, and maintains patient demographic, medical, and insurance information in the Electronic Health Record (EHR) system, ensuring all data is current and compliant with privacy regulations for all counties. Ensures the proper registration of patients prior to their scheduled appointments or visits.
• Effective Communication with Providers: Regularly communicates with physicians, healthcare teams, and other departments to ensure the proper flow of information related to patient referrals, orders, and scheduling. Follows up to address any issues and ensure continuity of care for patients across various specialties.
• Providing Patient Instructions: Communicates essential information to patients about their appointments, including preparation guidelines, arrival times, location details, and any specific instructions related to the type of service being provided. Ensures that patients have all the information they need for a smooth experience.
• Utilizing EHR Systems for Coordination: Uses the Electronic Health Record (EHR) system to track referrals, orders, and scheduling details. Maintains accurate patient records and communicates securely within the system to coordinate care and update patient information.
• Ensuring Continuity of Care: Collaborates with medical providers to ensure that all necessary services are scheduled and coordinated in a way that supports ongoing care for patients. Addresses any gaps or concerns related to care continuity in partnership with clinical teams.
• Escalation of Urgent Issues: In cases where there are urgent issues or discrepancies regarding patient care or service delivery, promptly escalates the matter to the appropriate clinical or administrative team for resolution, ensuring minimal disruption to patient services.
• Scheduling Services: Coordinates and schedules initial primary care appointments for patients, ensuring a seamless process from intake to appointment confirmation. Works closely with patients to assess their needs and matches them with the appropriate primary care provider based on availability and clinical requirements. Adjusts scheduling priorities as needed to accommodate urgent or time-sensitive requests, ensuring that patients receive timely access to care. Communicates effectively with both patients and providers to optimize scheduling efficiency while maintaining a focus on patient care and satisfaction.
• Interdepartmental Communication and Resource Utilization: Communicates effectively with various departments across the healthcare system, utilizing appropriate resources to provide accurate and timely general information to callers, ensuring a seamless experience for patients and other stakeholders.
• Insurance Knowledge and Verification: Demonstrates a comprehensive understanding of insurance processes and accurately enters insurance information into the Electronic Health Record (Epic) system. Verifies insurance coverage using Real Time Eligibility (RTE) to ensure accurate and timely processing.
• Secure Messaging and Com