Triage and Intake Call Center Specialist 2590322 (H) A leading medical institution is seeking a Triage and Intake Call Center Specialist. The successful candidate will be responsible for representing patient relations as the public face of the department and work closely with administrative leadership, and complaint/grievance mediation and support specialists. The Customer Service Representative will provide support to all callers, input callers’ feedback details into the solutions database, triage cases to Mediation & Support (M&S) Specialists, or handle simple cases independently. The ideal candidate has four or more years of relevant experience in a high-volume call center. Triage and Intake Call Center Specialist Pay and Benefits: Hourly pay: $26/hr Worksite: Leading medical institution (San Francisco, CA 94158 - Hybrid) W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL 40 hours/week, 2 Month Assignment Triage and Intake Call Center Specialist Responsibilities: Patient Feedback Intake and Processing: In accordance with external regulations and internal policies and procedures, independently intake and process or triage inquiries and complaints, as appropriate, or triage complaints and grievances to appropriate M&S Specialists. Listen compassionately, ask appropriate questions, and then enter in the database complaints and grievances, including complex quality of care allegations from patients, families, physicians, hospital staff, and other external contacts, received in person, on the phone, through email and hard copy mail. Forward pertinent information of simple complaints to appropriate departments. Provide consultation to and liaise between patients, physicians, staff, department managers, and directors throughout medical center to coordinate and participate in the resolution of problems based on knowledge of medical center systems, policies, and procedures. Patient Rights and Responsibilities: Demonstrate an understanding of patient rights and responsibilities and external regulations such as HIPAA, TJC, and CMS. Triage and Intake Call Center Specialist Qualifications: 4+ years of relevant experience. Bachelor’s degree in a related area and/or equivalent experience/training. Experience in a high-volume call center. Experience with Epic, RL Solutions, and Sysco Soft phone is desired. Excellent active listening skills and strong abilities to hear key components of patient feedback in order to effectively triage complaints and/or grievances. Excellent customer service and communication/interpersonal skills, both over the telephone, email, and directly. Thorough knowledge of patient relations’ mission. Apply knowledge to provide patient support and improve patient satisfaction is preferred. Knowledge of patient relations, medical center, and policies and processes. Thorough knowledge of relevant patients' rights federal, state, and local laws and regulations to identify potential compliance risks, clinical and operational implications is preferred. Ability to produce high-quality work and keep commitments. Productive in work volume, speed, quality, and consistency. Proven ability to lead a team. Interpersonal skills to maintain professional relationships with peers, patients, multidisciplinary team members, and management. Develop trust, contribute skills that compliment others and support Patient Relations efforts. Strong skills to evaluate issues and identify solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through critical thinking process. Ability to use sound judgment in responding to issues and concerns. Solid organizational skills and ability to multi-task with demanding timeframes. Working knowledge of common organization-specific and other computer application programs is preferred. Ability to use discretion and maintain confidentiality.
