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Triage & Intake Centre Specialist

3 months ago

San Francisco, United States Amerit Consulting Full time

Position: Triage & Intake Centre Specialist

Location: San Francisco, CA 94158 (Hybrid, mostly remote)

Duration: 7-week contract with a possible extension


Pay Rate: $28/hr


Job Description:

  • Hybrid: 1st week (5 days) onsite for training and to pick up equipment, then remote thereafter.
  • The Triage & Intake Center (TIC) Specialist is responsible for representing Patient Relations as the public face of the Department and works closely with administrative leadership, and complaint/grievance Mediation & Support Specialists.
  • The TIC Specialist provides support to all callers, inputs callers’ feedback details into RL Solutions database, triages cases to Mediation & Support (M&S) Specialists or handles simple cases independently. In addition, the TIC Specialist deescalates callers when required, uses judgment to transfer calls requiring immediate escalation, and supports team members through stressful interactions with patients.
  • The TIC Specialist adheres to House and Telephone Standards and is sentivie to the needs of patients, staff and providers at all times. The TIC Specialist is a team player who works closely with others and is flexible in dealing with the changing priorities of a very busy department. They are a self-reliant individual who synthesizes their knowledge of department and Health operations in order to problem-solve, prioritize and facilitate complex transactions in the course of their daily activities.
  • This position requires significant maturity and poise, and makes a difference for patients and families in all Health settings, inpatient, outpatient, and ancillary, by ensuring the smooth intake of patient feedback, including complex complaints and grievances, as well as compliments, requests for assistance, and staff and physician consultation requests.
  • Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems / issues of diverse scope and determines solutions
  • In accordance with external regulations and internal policies and procedures, independently intakes and processes or triage inquiries and complaints, as appropriate, or triages complaints and grievances to appropriate M&S Specialists.
  • Listens compassionately, askes appropriate questions and then enters in the data base 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.
  • Forwards pertinent information of simple complaints to appropriate departments.Documents all confidential inquiries in Patient Relations database for use in benchmarking with other Medical Centers.
  • Provides consultation to and liaises between patients, physicians, staff, department managers and directors throughout Medical Center to coordinate and participate in resolution of problems based on knowledge of Medical Center systems, policies, and procedures. Independently promotes quality and safety improvement efforts to avoid similar problems, and follows through with appropriate staff support, training, and intervention evaluation.
  • This position reports to the Manager of Patient Relations and is responsible for representing the department to internal and external customers.Provides day-to-day functional support to call center agents, and guidance to patients seeking Patient Relations’ services. This position may be involved in orienting and training new staff, providing input for implementation of new protocols for TIC.
  • Demonstrates an understanding of Patient Rights and Responsibilities and external regulations such as, HIPAA, TJC and CMS. Participates in TIC Specialistt education to disseminate information and promote compliance.
  • Promotes and supports staff understanding of issues including but not limited to, equal access, cultural competency, professional and health care ethics, spirituality and religion, advance directives, disabilities, and others.
  • Maintains patient confidentiality and privacy in all matters and fosters the same in others.
  • Excellent interpersonal communication skills are necessary. The TIC Specialist must model PRIDE values at all times, as well as demonstrate active listening, non-judgmental responses to patient and family complaints, de-escalation techniques, and have the ability to handle and find compassion and empathy for patients and others who are suffering from complex medical situations, including those with mental health concerns.


Job Requirement:

  • 4+ years of relevant experience
  • Experience in a high-volume call center required.
  • Experience with Epic, RL Solutions and Sysco Soft phone 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.
  • Excellent customer service and communication/interpersonal skills, both over the telephone and directly.
  • Thorough knowledge of Patient Relations’ mission. Applies knowledge to provide patient support and improve patient satisfaction.
  • 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.
  • 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. Develops trust, contributes skills that compliment others and supports Patient Relations efforts.
  • Strong skills in evaluating issues and identifying solutions within defined procedures and policies. Proven ability to address problems and suggest solutions through critical thinking process.
  • Excellent active listening skills and strong abilities to hear key components of patient feedback in order to effectively triage complaint/grievance.
  • 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.
  • Ability to use discretion and maintain confidentiality.