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Job Description
Job Summary
Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.
Essential Functions
Demonstrates high competency in responding to service inquiries from patients, providers within departmental, standard work guidelines. Professional and pleasant interactions are ongoing expectations.
Able to perform in all disciplines within the respective service line and remains up to date on standard work changes industry, industry standards, policy changes and operational improvements. Demonstrated ability to perform all duties of the associate and intermediate levels
Consistently meets standards of the On-Track performance and averaging consistently high QA audit scores. Fluently communicates with all levels of leadership, manage up and lead laterally.
Maintains /updates knowledge of changes in standard work and guidelines and provides input. Effectively manage to daily improvement and advance knowledge of the operations. Co-facilitate process improvement events and exercises.
Support patient escalation transaction incidents for de- escalation and service recover.
Acts as an expert resource for team members through "in the moment" guidance (SME Line) and reinforcement of standard work guidelines and disciplines with new employees within the "at the elbow" presence (preceptor).
Identifying and re-assigning resource support schedule (Senior team) in response to changing service line needs. Acts as a point person for the team when supervisor is off site (potentially attending meeting for representation, MDI official, iHub representative, staffing assignments and project/incident assignments. Ability to manage projects following an methodical approach.
Acts as a point person for the team when supervisor is off site (potentially attending meeting for representation, MDI official, iHub representative, staffing assignments and project/incident assignments). Reviews SME log for trends & identify plan to address trends with supervisor.
Qualifications
Required High School Diploma or equivalent
Preferred Associate's Degree
5 years of relevant experience related field Required
1 year of relevant experience revenue cycle experience required with experience in the senior role. Required
2 years of relevant experience Experience in customer-facing service on phone or face-to-face, focus on positive customer outcomes; customer service and/or managed health care Required
Primary Location
SITE - Spectrum Health Butterworth Hospital - 100 Michigan St - Grand Rapids
Department Name
COVID-19 Contact Center
Employment Type
Full time
Shift
Weekly Scheduled Hours
40
Hours of Work
8:30 am to 5 pm
Days Worked
Monday to Friday
Weekend Frequency
Variable weekends
Accommodation Notice: If you are a qualified individual with a disability, you may request a reasonable accommodation in Spectrum Health's application process. Contact us at 616-486-SHHR (7447).
Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected
category. See more here (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf) .
Who We Are
Spectrum Health is a nationally recognized not-for-profit health system, offering a full continuum of health services through our health plan, medical group and hospital group. As an integrated health system, we are able to work together across all facilities, employees and providers to create exceptional, consumer-focused interactions.
Spectrum Health is redefining what it takes to improve the health of our communities and introducing new and innovative ways for consumers to access high-quality, low-cost care so that they can connect with us for a lifetime of health.
We strive to provide one Spectrum Health experience: a consistent, high-quality, seamless health journey for consumers; no matter where, when or how they interact with us. The result is better health outcomes for the thousands of individuals, families and communities we serve.
We are the region's largest employer, with corporate offices located in Grand Rapids, Michigan. Spectrum Health Hospital Group and Spectrum Health Medical Group are consistently recognized for the exceptional care they provide. Priority Health is among the largest health system-sponsored health plans in the U.S. and offers extensive experience serving large and small employer groups, individuals, Medicare Advantage, Healthy Michigan Plan and Medicaid populations.
Since 2010, Spectrum Health has been listed five times among the 15 Top Health Systems in the U.S. by Truven Analytics™. Click here (https://www.spectrumhealth.org/about-us/quality-safety-and-patient-experience/awards) to see a complete list of our safety, quality and patient experience awards.