Physician Resource Rep Atlanta GA US 30329 Job at Childrens Healthcare of Atlanta

Provides exceptional customer service to internal and external callers in a polite, efficient, and professional manner. Uses medical terminology/communication skills and department-specific knowledge to effectively support telephone triage services, taking calls, physician answering services, and training assistance. Collaborates with leaders on departmental projects to support efforts that supports efforts that ensure delivery of safe patient care and services and promote a safe environment at Children's Healthcare of Atlanta.

• High school graduate or equivalent and 1 year of additional education or 2 years of equivalent experience in a healthcare environment

• No professional certifications required

• 2 years of experience in a healthcare setting

• 1 year of experience in a call center or telephone handling

• 2 years of experience in word processing

• Experience in an emergency or acute care setting

• Experience in medical terminology

• Experience with special projects outside of phone handling

• Ability to work in high-volume, fast-paced environment

• Must have basic understanding of medical terminology

• Strong administrative skills, including typing 25 words per minute and utilizing Microsoft Office Suite

• Superior customer service and problem-solving skills

• Ability to prioritize and manage a variety of tasks

• Excellent communication, organizational, and interpersonal skills

• Ability to handle difficult situations

• Must be able to successfully pass the Basic Windows Skill Assessment at 80% or higher rating within 30 days of employment

1. 1. Answers the One Point of Contact phone line for providers and patients in a prompt, courteous, and professional manner.
   
   2. Acts as first-level escalation point for team by answering inbound calls and customer complaint calls passed on by Customer Service Representatives to ensure resolution.
   
   3. Functions as leader when supervisor is unavailable.
   
   4. Assists the department trainer in onboarding and training of new Customer Resource Representatives, precepts other department agents, providing on the job training, to develop the team
   
   5. Interacts with callers in a professional, confident, courteous, supportive, prompt and calm manner to acquire necessary information and ensures seamless experience to reduce wait times for all callers.
   
   6. Under the supervision of the department Supervisors, monitors adherence to established policies and procedures.
   
   7. Runs and monitors reports as needed to track performance.
   
   8. Oversight of physician to physician consult requests in off hours.
   
   9. Participates actively in meetings/process improvement initiatives to support the goal of the department, supports supervisors by acting as resource to help complete complicated/complex tasks, participates in continuous assessment and improvement of the quality of services provided.
   
   10. Assist with telehealth initiatives that require administrative assistance.
   
   11. Prioritizes multiple requests independently.
   
   12. Exhibits superior customer service and maintains a quality standard consistent with the goals of the department.
   
   13. Participates in the achievement of organizational and departmental goals.
   
   14. May perform other department duties and other assignments as appropriate

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.