Customer Service - Baystate Health

Req#: R17018
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Part-Time
Shift: First

Patient Ambassador – Specialist

BC33

Summary Description:

The Patient Services Ambassador under the supervision of the Manager of the Contact Center and/or the Site Administrator of Baystate Health & Wellness Center performs services in a designated area according to the department's policies, procedures, philosophy, and objectives and hospital. Works cooperatively within department and other services to create a system of quality health care. The Ambassador acts as a bridge for referring physicians and their patients by providing personalized attention to each patient. The Ambassador is responsible for ensuring appropriate and timely access to care for patients throughout the Northern, Eastern, and Metro regions within Baystate Health System.

The Ambassador serves as a partner with Baystate Medical Practices (BMP),  physicians, and other care providers and their clinical teams to ensure integrated, patient-centered care that ensures timely delivery with appropriate provider access for patient care. Operate independently within a physician practice or department, serving the hospital's public face and always projecting a positive, upbeat attitude that promotes the organization.

The Ambassador fosters communications and high-level service and satisfaction to clients.

Acts as a liaison to office staff to provide access to hospital and physician specialty services throughout Baystate Health. This position has a strong focus on customer service geared toward the physicians, office staff, and patients. The Ambassador fosters a high level of service and satisfaction to clients and frequently communicates to all parties.

The Ambassador will understand patient conditions and needs from the referring physician and then utilize their clinical and administrative knowledge to make decisions that will enable the most expedient and efficient access to care. 

The Ambassador is responsible for ensuring efficient work processes, positive referral outcomes that meet the physician and patient needs, and strong relationships with clients who build all patients' loyalty.

Under the Manager of the Contact Center designee performs services in a designated area according to the department's policies, procedures, philosophy, and objectives,and hospital requirements. Works cooperatively within department and other services to create a system of quality health care. Provides personalized attention to every patient. The Ambassador acts as a bridge for referring physicians and patients. The Ambassador is responsible for ensuring appropriate and timely access to care for patients throughout the Northern, Eastern, and Metro regions within Baystate Health System.

The Ambassador serves as a partner with Baystate Medical Practices (BMP),  physicians, and other care providers and their clinical teams to ensure integrated, patient-centered care that ensures timely delivery with appropriate provider access for patient care.  The Ambassador fosters communications and high-level service and satisfaction to clients.

The Ambassador will understand patient conditions and needs from the referring physician and then utilize their clinical and administrative knowledge to make decisions that will enable the most expedient and efficient access to care. 

The Ambassador is responsible for ensuring efficient work processes, positive referral outcomes that meet the physician and patient needs, and strong relationships with clients who build all patients' loyalty.

Position Responsibilities

Maintain current knowledge in area(s) of Registration, Scheduling, and Insurance verification.

Acts as a liaison to office staff to provide access to hospital and physician specialty services throughout Baystate Health. This position has a strong focus on customer service geared toward the physicians, office staff, and patients.

Operate independently within a physician practice or department, serving the hospital's public face and always projecting a positive, upbeat attitude that promotes the organization.

Interview patients with a courteous and professional demeanor to obtain accurate demographic and financial information (or maintain existing information) for entry into the electronic health record and bill third-party payors accurately and timely.

Obtain clinical, demographic, and financial information from physician office staff necessary to complete a scheduling request.

Responsible to ensure that statistics are maintained accurately for financial reporting.

The Patient Service Ambassador is responsible for ensuring efficient work processes, positive referral outcomes that meet physician and patient needs, and strong relationships with clients that build loyalty.

  

Adheres to system and department compliance policies and all applicable laws and regulations. Performs other duties as assigned.

Job Requirements:

Expansion of the summary description.  Specific job-related responsibilities that will be used to measure performance.  Please check which job responsibilities are "Essential Functions" as defined by the Americans With Disability Act. View ADA Requirements

Essential Function?

% of Time

1) Responds to providers and patients' needs to ensure appropriate and timely access to care for patients with Specialists, surgeries, and/or ancillary services regionally. Baystate Health will utilize an identified Ambassador CIS pool for referral requests. Manages and responds to Ambassador message pools in a timely and efficient manner as outlined in BH guideline: CIS Message Expectations (including patient communication)

   

2) Responds to patient referral needs for surgeries, testing, and/or consult (via telephone coverage, Baystate clinical and administrative computer programs, face to face and/or other forms of technology and communications) in a prompt, professional, sensitive, and courteous manner.

   

3) Coordinates the scheduling for BMP/Baystate Health outpatient appointments for referring provider,  often requiring work with a variety of departments throughout the Baystate Health System, including clinical managers, providers, appointment schedulers within medical practices, and appointment schedulers within the Contact Center to ensure the needs and time-frame of the referring provider is met. Partner and communicate with practice teams within the Baystate Health and Wellness Center to ensure effective and timely patient needs is met. 

   

4) **Ambassadors in Baystate Health & Wellness will facilitate and coordinate external specialty appointments and communicate with the patient(s) to ensure quality, safety, and expectations. 

5 ) Responsible for tracking each referral encounter by completing the patient's appointment, ensuring client and patient needs were met.  Reviews CIS information to follow and support the timely flow of patient data from Baystate Health back to the referring providers. Report the outcomes of patients' status to the referring providers monthly.

  

6) Works independently and troubleshoots difficult and challenging problems or concerns to resolve problems, using a high level of judgment and knowledge of health system processes and functions. In solving problems, works closely with Providers and health system teams (clinical and non-clinical), and schedulers in meeting with referring physician requests on behalf of patient needs. Uses judgment regarding issues and escalates concerns to the Contact Center Manager for the respective BMP practice. Communicates all sensitive information and challenges/problems to the Manager/Site Administrator within BMP.

  

7) Provides accurate documentation following all established processes and protocols. Utilizes Baystate clinical and administrative computer programs to access and provide needed patient and provider information and for communications with medical practices.

  8) Provides feedback and suggests solutions when identifying opportunities to improve patient access to care to practice teams within the department and Contact Center Manager. Non-Baystate locations will report to the Physician liaison Director and Contact Center Manager.

   

9) Responsible for cross-training and coverage for Contact Center Scheduling Specialists when necessary.

   

10) Engages directly with patients to support timely, appropriate appointment scheduling. Provides personalized attention through the continuum of services.

   

11) Proficient in completing prior authorizations and referrals as needed.

   

12) Proficient in completing prior authorizations and referrals as needed.

   

13) Interview patients with a courteous and professional demeanor to obtain accurate demographic and financial information (or maintain existing information) for entry into the electronic health record and bill third-party payors accurately and timely.

   

   

Qualifications

Unless otherwise required by certification, licensure, or registration, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the minimally required education and/or experience listed in the Qualifications section below.

Minimally Required Education: If none required, select "none required."

Preferred Education:  

Associates degree or equivalent preferred

      

Minimally Required Experience: If none required, select "none required."

Five years of experience in a physician office or health care setting, including strong customer service experience and experience in using patient scheduling software such as Surginet or Radnet.

Experience using Electronic Health Record software such as Centricity

Knowledge of multi-specialty healthcare 

Demonstrated understanding of clinical diagnoses and what provider services are needed, medical terminology, and managed care/insurance verification.

Knowledge of referral relationships required as well as excellent working knowledge of the client service function. 

Strong oral, written, and interpersonal communication skills.

Proficient in Microsoft Office (Word, Excel, Access) and comfortable using various computer databases and applications (CIS, Centricity, etc.).

Broad medical knowledge and knowledge of Baystate Health and Baystate Medical Practices are preferred.

Extensive experience in using scheduling software such as Surginet and/or Radnet and scheduling patients for procedures.

One or more years of using Centricity EHR software is strongly preferred.

Skills/Competencies:

Experienced and comfortable working with providers/medical professionals to meet their needs

Positive, upbeat personality with a positive outlook.

Orientation focused on service excellence.

Experienced and familiar with medical practices, hospital services, operations, and environment. 

Skill in using phone, computer, and related technology.

Skill communicate in writing and orally in English, in a consistent professional manner reflecting the Baystate operating principles.

Skill in effectively manage multiple projects/tasks.

Demonstrated in past roles problem-solving skills.

Skill in developing, maintaining effective working relationships with internal and external clients in a professional and positive manner, embracing and promoting a team environment

Skill in influencing outcomes without a direct line of authority and in a professional and positive manner.

Skill in planning, organize and manage resources within prescribed time-frames (prioritize and focus)

Skill in identifying and responding proactively to primary client/customer needs with the amount of detail needed to achieve resolution. (service orientation)

Skill in listening and engaging in communications to ensure understanding of clients' requests/needs.

Willingness to learn new processes, software, or other tools as needed to ensure efficiency and effectiveness.

Certification:

Medical Terminology

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

Associates of Science

Certifications:

Certified Medical Terminology – Other

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

Apply Now