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Exemption Status:

Non-Exempt

Hiring Range:

$18.30 - $32.94

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

8:00 AM-5:00 PM Flexible

Shift:

4 - Mixed Shift, 8 Hours (United States of America)

Hours:

0

Cost Center:

99940 - 5880 Physician Concierge Services

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Performs a variety of duties in support of the UMass Memorial Concierge Services. Provides callers with a central point of referral to the physicians and services of the UMass Memorial Healthcare System to ensure a high level of customer service and satisfaction. Schedules patients’ appointments on behalf of referring providers. Supports growth and engagement of our Manage Care Network by supporting efforts of our Physician Concierge Managers. Follows up on difficult to resolve issues.

I. Major Responsibilities:

1.  Provides enhanced customers service support to physician offices in assigned territories in partnership with Physician Relations Managers.
2.  Ensures patient appointments are scheduled with the appropriate provider, in the right location and within an appropriate time frame.
3.  Escalates access and service issues to leadership to ensure customer satisfaction.
4.  Enhances relationships with community-based providers and their office staff to build volume and increase managed care network participation by making out bound calls.
5.  Provides telephone coverage for the 1-800- 431-5151 (Physician Concierge) line in a professional, sensitive and courteous manner to ensure the image and reputation of UMMHC is maintained and the callers' needs are satisfied. 
6.  Troubleshoots difficult and hard to resolve problems, using a high level of judgment.
7.  Consults with callers (patient and referring physicians), analyzes information by asking proper questions and using broad medical knowledge to respond to their health care needs.
8.  Facilitates physician-to-physician communication.
9.  Obtains medical records and laboratory results.
10. Appraises potential customers/patients of health care offerings and programs appropriate to their needs.
11. Responds to inquiries regarding physician referrals, service referrals, program registrations, wellness programs and other health information in a professional and courteous manner.
12. Coordinates and schedules outpatient appointments for referring physicians often requiring working with clinic managers and appointment schedulers to ensure the needs and timeframe of the referring physician are met.
13. Responds to referring physician problems/complaints within a 24-hour period.  Investigates problems as identified by referring physicians, which require considerable investigation and initiative, judgment and discretion.  In solving problems, works closely with UMMHC attending physicians, residents, secretaries and schedulers in meeting referring physician needs.  Communicates all sensitive information and problems to the manager.
14. Calls to confirm patient appointments.
15. Obtains and enter into the computer-based patient registration/scheduling system, demographics, insurance, transcribing orders, and other related patient information.
16. Verifies patient insurance coverage via the electronic eligibility systems.

II. Position Qualifications:

License/Certification/Education:

Required:
1. Equivalent to a High School Diploma.
Preferred:

Experience/Skills:

Required:
1. Two to three year’s experience in a physician office or health care setting. 
2. Demonstrated knowledge of medical terminology, medical specialties and general patterns of patient care.
3. Requires a good working knowledge of the customer relations/customer service function.  
4. Strong oral, written and interpersonal communication skills. Proficient in word processing and computer software application including spreadsheets and databases.
Preferred:
1. Prior Epic experience.
2. Prior customer service experience in a concierge health care environment.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.