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Children's Healthcare of Atlanta Physician Resource Rep in United States

Physician Resource Rep

Location: Office Park (1645)

Requisition #: 59548

JOB SUMMARY

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.

EDUCATION

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

CERTIFICATION SUMMARY

  • No professional certifications required

EXPERIENCE*

• 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

PREFERRED QUALIFICATIONS*

• Experience in an emergency or acute care setting

• Experience in medical terminology

• Experience with special projects outside of phone handling

KNOWLEDGE SKILLS & ABILITIES*

• 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

JOB RESPONSIBILITIES*

    1. Answers the One Point of Contact phone line for providers and patients in a prompt, courteous, and professional manner.
  1. 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.

  2. Functions as leader when supervisor is unavailable.

  3. 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

  4. 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.

  5. Under the supervision of the department Supervisors, monitors adherence to established policies and procedures.

  6. Runs and monitors reports as needed to track performance.

  7. Oversight of physician to physician consult requests in off hours.

  8. 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.

  9. Assist with telehealth initiatives that require administrative assistance.

  10. Prioritizes multiple requests independently.

  11. Exhibits superior customer service and maintains a quality standard consistent with the goals of the department.

  12. Participates in the achievement of organizational and departmental goals.

  13. May perform other department duties and other assignments as appropriate

SYSTEM RESPONSIBILITIES*

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.

PHYSICAL DEMANDS*

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance

Bending/Stooping - Not Present

Climbing - Not Present

Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Lifting - Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling - Not Present

Sitting - Constantly (activity or condition exists 2/3 or more of time)

Standing - Occasionally (activity or condition exists up to 1/3 of time)

Walking - Occasionally (activity or condition exists up to 1/3 of time)

WORKING CONDITIONS*

Some potential for exposure to blood and body fluids

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.

Have questions about the recruitment process? Check out What to Expect.

Address: 1645 Tullie Circle, Atlanta, GA 30329

Function: Revenue Cycle - Patient Financial Services

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