Job Summary The primary contact for customers who contact the Customer Navigation Center. Primary role is to optimize care coordination, appointment scheduling and support in-network referrals.
Schedule appointments in EMR in alignment with scheduling guidelines based on patient convenience, location and insurance plans. Will also facilitate insurance verification and collects co-payments. Soft call transfers to non-employed specialty physician offices as warranted.
Recommend next best actions or cross promotional opportunities to customer to educate on appropriate additional services or health education campaigns. Document all caller information in customer relations management (CRM) tool for marketing follow-up.
Respond to inbound inquiries and appointment scheduling requests regarding medical services, specialty referrals via phone, email, work queues or online forms. In addition, will respond to inquiries and registration requests for wayfinding, educational seminars or tour registrations via phone, email or online forms.
Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Elevate voice of customer opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
Assist customers in enrolling and increase customer utilization of My Chart App (EPIC EMR).
Performs other duties as assigned.
Internal Number: 2019-15936
Let’s transform healthcare together.
Every day, we bring patients convenient, coordinated access to healthcare while providing meaningful service to our community.
Join us and you will:
Develop professionally and achieve your career goals
Enrich your life with a focus on wellness
Enjoy a compassionate, caring culture with outreach to our local communities
Support the well-being of you and your family with a diverse portfolio of benefits
Welcome to HonorHealth.
We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.