FT DAY- Mon-Fri 8a-4:30pm

Responsibilities

Working lead to provide day-to-day support for the Enterprise Central Scheduling call centers, acting as a subject matter and technical expert, systems super user, primary escalation point and preceptor. Collaborate with superviosrs and/or managers to coordinate call center staff and provide daily coverage for call center. Perform a variety of patient care activities, including prompt and accurate handling of scheduling, registration, patient requests, escalations and customer service recorery. Assists in reporting of technical or workflow conerns to the management team. Shares and provides real time resolution to call center staff.

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson
1 Train, provide feedback and coach in real time to Seamless Access Representatives in support of their adherence and productivity goals. Round on a frequent basis to handle escalated calls, ensure SAR#39;s are providing optimal patient calls and are in compliance with Jefferson Health policies and procedures, including Health Insurance Portability and Accountability Act (HIPAA) and protected health information (PHI) at all times
2 Utilize Electronic Medical Record (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries and resolve user issues in accordance with established protocols to ensure patient safety, compliance and departmental policies and procedures

3 Coordinate referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Assure regulatory and compliance requirements following local payor coverage determinations
4 Identify patientrsquo;s liability and the collection of this out of pocket expense, including co-payment, deposits and past due balances.

5.Support, guide Seamless Access Representatives and manage the work flow of day-to-day operations. Ensure that SAR meets performance metrics and manage escalated interactions by following established protocols to ensure patient safety and data integrity.
6 Access contact center software to answer, coordinate, track, and monitor interactions across multiple channels of communication to address issues, audit for compliance and quality and escalate when appropriate
7 Assist in monitoring queue and tracking inbound and outbound calls. Apprise SAR of calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedback.

HS Diploma or equivalent required; 3+ years of related experience required

Associate degree preferred

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jeffersonrsquo;s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

About Jefferson

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow#39;s professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educashy;tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, p regnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

As an employer, the Jefferson Enterprise maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.