Job Description

Care Promoter - MA INTERNAL

Business Office · Patient Contact Center
Plantation, FL
Health Care
Full Time, Days
Weekly Schedule: Monday - Friday 8:00am - 5:00pm
Bilingual: None
Bilingual Type: N/A
Posted 11/13/2020
Req # 5485

PRIMARY FUNCTION: Pediatric Associates is a patient focused practice. Our goal is to offer the best experience for our patients at all times. The primary function of the Care Promoter is to answer inbound phone calls and automated requests from Hospital Facilities and other Health Care Systems to promote coordination of care with the primary care provider in support of our mission, goals and values.

REPORTS TO: Reports directly to the Senior Manager, PCC Training and Operations

ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.) 

1.    Answer inbound calls and requests by hospital and other healthcare providers in a professional and timely manner and provide accurate answers to their requests and queries

2.    Follow prepared scripts based on call type

3.     Data entry and processing of patient medical information

4.      Route and triage inbound calls and requests using established clinical prioritizing protocols 

5.    Utilize electronic records and scheduling systems to monitor where and when clinicians are scheduled and route calls and notifications accordingly
6.    Document all questions and messages for receiving teams and label them properly using our Telephone communication access protocol

7.    Complete any necessary referrals requested by Hospitals/Specialists for Care Management/Clinician approval

8.    Work closely with Care Management team to help coordinate discharge planning and utilization management

9.    Properly obtain and confirm patients/caller information abiding by HIPAA law

TYPICAL WORKING CONDITIONS: Working in an office environment.  Involves frequent telephone contact interaction. May require sitting for long periods; also stooping, bending and stretching for files and supplies. Occasionally lifting files, boxes weighing up to 10 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate, copier, and such other office equipment as necessary. Must be able to communicate clearly. It is necessary to view and type on computer screens for long periods and to work in a high volume environment. 

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.

Required: High School Diploma or equivalent 

Required: Medical Assistant diploma/ certificate 

Minimum of 1-3 years of previous healthcare experience required

Knowledge, Skills & Abilities: 
*     Knowledge of Medical Terminology 
Ability to meet established standards within all performance criteria
*     Must be able to identify complex problems and review established guidelines to evaluate options and find solutions
*     Ability to de-escalate situations involving dissatisfied callers, offering caller assistance and support
*     Must have strong verbal, written, and interpersonal communication skills
*     Strong multi-tasking skills with attention to detail, accuracy and timeliness 

COMPANY OVERVIEW: Founded in 1955, Pediatric Associates is one of the oldest and most respected pediatric practices in the United States. Pediatric Associates opened its first office in Hollywood, Florida. The Company was one of the first medical groups to introduce satellite office locations in consumer retail locations. They were also one of the first pediatric groups to embrace managed care in the 1970s, collaborating with insurance plans as healthcare partners with the common interest of providing South Florida's children with the best healthcare available. Today, Pediatric Associates is a national leader in pediatric population health management with over 200,000 patients under global risk. Keeping abreast of medical advances and changing lifestyles, Pediatric Associate’s modern facilities offer comprehensive services, including X-ray and state certified laboratories. The Company currently has 33 neighborhood locations, which are staffed by more than 200 employed providers who proudly serve families throughout Miami-Dade, Broward, Palm Beach, St. Lucie, counties, including Tampa and Jacksonville. Pediatric Associates will continue to bring the best possible healthcare service to its patients well into the 21st Century. Ease of access, prompt courteous service and responsiveness to our patients' concerns will always be their primary goal. Pediatric Associates has continued to thrive and today is recognized as one of the premier general pediatric and population health management practices in the United States.

Application Instructions

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