Patient Relations Coordinator
2 weeks ago
Position Overview:
At Yale New Haven Health, we believe in fostering a culture where every employee embodies our Vision, supports our Mission, and upholds our Values. These core principles - integrity, patient-centered care, respect, accountability, and compassion - guide our daily operations as professionals.
The Laboratory Customer Support Specialist plays a vital role in our fast-paced call center, addressing a high volume of inquiries from patients and healthcare providers. This position requires adherence to HIPAA verification protocols to ensure that sensitive information is shared only with authorized individuals. The specialist is responsible for resolving issues while maintaining the highest standards of customer relations. They will research and investigate inquiries to connect callers with the appropriate resources or follow up to ensure resolution.
Key Responsibilities:
- 1. Accurate Information Delivery: Ensure all inquiries from patients and clients are addressed accurately. Review electronic medical records (EMR) and communicate lab results effectively. Provide clear directions and operational hours for all Laboratory Draw Stations.
- 2. Financial Responsibility Communication: Inform patients about their financial obligations related to billing and non-covered services. Redirect necessary information to relevant departments and document customer service complaints according to established policies.
- 3. Multitasking in a Dynamic Environment: Demonstrate the ability to prioritize multiple tasks effectively. Perform regular checks on communication logs to ensure timely delivery of patient reports.
- 4. Patient Follow-Up: Review follow-up lists to contact patients regarding sample recollections and cancel tests as requested by healthcare professionals.
- 5. Test Order Verification: Verify laboratory test orders for accuracy and completeness, ensuring all necessary information is gathered from Outreach Draw Stations.
- 6. Collaboration with Departments: Work closely with the Lab Reference Department to provide clients with accurate information regarding specimen transport conditions.
- 7. Compliance with Guidelines: Adhere to established specimen handling protocols and participate in ongoing education to maintain compliance with state and federal regulations.
- 8. Proficiency in Computer Systems: Utilize various computer systems, including Epic and Cisco, to manage tasks and specimen collections efficiently.
- 9. Problem Resolution: Identify discrepancies within systems and collaborate with management to correct any variances, ensuring accurate data capture.
- 10. Service Excellence: Uphold the Health System Standards of Professional Behavior, ensuring a positive experience for patients and visitors.
- 11. Communication and Teamwork: Notify the team of delays and maintain professional communication with patients regarding their service experience.
- 12. Training and Development: Update training materials and provide guidance to team members, addressing workflow issues proactively.
- 13. Resource for Team Members: Assist colleagues with troubleshooting complex issues and participate in quality improvement initiatives.
- 14. Additional Duties: Perform other responsibilities as assigned by the Supervisor/Manager.
Qualifications:
Education: High school diploma or GED required; Bachelor's Degree in a business-related field preferred.
Experience: 1-2 years of experience in a customer service role, preferably in a healthcare setting with patient interaction. Strong computer and communication skills, including familiarity with medical terminology, are desirable.
Special Skills: Self-motivated, organized, and team-oriented with the ability to educate patients and families. Proficiency in Microsoft Office applications and the ability to multitask in a fast-paced environment are essential.
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