Liaison 1 - Inpatient Call Center

Job Category:

Administrative & Clerical

Work Shift/Schedule:

12 Hr Evening - Morning

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

This position is responsible for answering incoming phone calls for physician to physician, floor nurse, advance practitioners, internal and external pharmacies within a high volume call center environment related to patient care in a efficient, friendly, courteous, tactful, calm and helpful manner. Inpatient Call Center Liaison I is also responsible for calls from patients and family members in contacting medical providers for assistance on discharge and aftercare instructions. The Inpatient Call Center Liaison I will be responsible for keeping a master list of all calls and properly documenting, texting and reporting of calls. The Inpatient Call Center-NGPG is operational and staffed twenty-four hours per day and seven days per week. 
 

Minimum Job Qualifications

• Licensure or other certifications:
• Educational Requirements: High School Diploma or GED.
• Minimum Experience: One (1) year minimum collection, customer service or business office experience.
• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:
• Preferred Educational Requirements: Two (2) years of college or Business School.
• Preferred Experience:
• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Personal computer proficiency to include all programs necessary to perform job duties and ability to toggle between systems efficiently
• Excellent listening and problem-solving skills with attention to details
• Excellent customer service skills and ability to remain calm and professional in stressful situations
• Excellent verbal and written communication skills
• Ability to work independently within guidelines
• Telephone proficiency
   

Essential Tasks and Responsibilities

• Accepts all calls via the ACD (Automated Call Delivery) lines in a manner that keeps wait times to a minimum. Identifies self by name and department, handles call in professional manner, asks if all issues resolved and if anything else may be needed prior to ending call.
• Escalates issues to Inpatient Call Center leadership following standard work guidelines.
• Documents and uses appropriate disposition codes in system for every account, including any action taken in order to allow for trending and process improvement as well as continuity of customer service.
• Meets or exceeds required quality and  productivity performance standards as determined by Inpatient Call Center leadership.
• Responsible for answering all priority and routine calls from nursing and other departments, determining correct provider/department, and direct those calls to appropriate providers, department, or personnel.
• Follows all department and NGHS guidelines, policies, and standard work.
• Monitors for overhead "Rapid Response" calls to determine if patient is admitted to our service and immediately notifies the assigned hospitalist attending through the EPIC patient assignment rosters to ensure physician response and as a safeguard towards.
• Attends all Weekly/Monthly/Quarterly/Annual Inpatient Call Center team Meetings (unless has an excused absence).
• Serves as a positive role model to all staff members, physicians, patients and visitors.
• Remains in good standing with all NGHS policies including those related to attendance, positive attitude and staff development.
• Contributes to the care team effort by responding positively to changing circumstances and/or environment.
• Follows scripting guidelines outlined by Supervisor/Manager when interacting with callers to maintain high quality of service.  Listens and thinks critically to make sound judgments during call interactions.
• Cross trains and performs duties outside of regular routine as requested by the Manager of Inpatient Medicine.
• Adapts to frequently changing atmosphere including organizational and technological changes.
• Promotes and contributes positively to the teamwork of the department by assisting coworkers, contributing ideas and problem-solving with co-workers and helps identify trends affecting the Inpatient Call Center.
   

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time
• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time
• Vision: Moderate, Occasionally 0-30% of time
• Kneeling/Stooping/Bending: Occasionally 0-30%
• Standing/Walking: Occasionally 0-30%
• Pushing/Pulling: Occasionally 0-30%
• Intensity of Work: Frequently 31-65%
• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals. 

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.