Req#: R12819
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Part-Time
Shift: First

Summary: 

The Patient Services Ambassador under the supervision of the Manager of the Contact Center and/or the Site Administrator of Baystate Health & Wellness Center performs services in a designated area according to the policies, procedures, philosophy, and objectives of the department and hospital. Works cooperatively within department and other services to create a system of quality health care. Provides personalized attention to every patient.

Position Responsibilities
Maintain current knowledge in area(s) of Registration, Scheduling, and Insurance verification.

Acts as a liaison to office staff to provide access to hospital and physician specialty services throughout Baystate Health. This position has a strong focus on customer service geared toward the physicians, office staff, and the patients.

Operate independently within a physician practice or a Baystate Health & Wellness Center, serving the public face of the hospital and always projecting a positive, upbeat attitude that promotes the organization.

Interview patients with a courteous and professional demeanor to obtain accurate demographic and financial information (or maintain existing information) for entry into the electronic health record and to bill third party payors accurately and timely.

Obtain clinical, demographic, and financial information from physician office staff necessary to complete scheduling request.

Responsible to insure that statistics are maintained accurately for financial reporting.

The Patient Service Ambassador is responsible for ensuring efficient work processes, positive referral outcomes that meet physician and patient needs, and strong relationships with clients that build loyalty.

Job Responsibilities: 

1) Responds to provider referral needs to ensure appropriate and timely access to care for patients with Specialists and/or ancillary services.Baystate Health & Wellness Center locations will utilize an identified Ambassador CIS pool for referral requests.Manages and responds to Ambassador message pools in a timely and efficient manner as outlined in BH guideline: CIS Message Expectations (including patient communication)

2) Responds to patient referral needs for testing and/or consult (via telephone coverage, Baystate clinical and administrative computer programs, and/or other forms of technology and communications) in a prompt, professional, sensitive and courteous manner.

3) Coordinates the scheduling for BMP/Baystate Health outpatient appointments for referring provider, often requiring work with a variety of departments throughout the Baystate Health System, including clinical managers, providers, appointment schedulers within medical practices, and appointment schedulers within the Contact Center to ensure the needs and timeframe of the referring provider is met .Partner and communicate with practice teams within the Baystate Health and Wellness Center to ensure effective and timely patient needs are met.

4) **Ambassadors in Baystate Health & Wellness will fascilitate and coordinate external specialty appointments and communicate with the patient to ensure quality, safety and expectations are met.

5) Responsible for tracking each referral encounter through completion of patient appointment, ensuring client and patient needs have been met. Reviews CIS information to track and support timely flow of patient information from the Baystate Health back to the referring providers Report the outcomes of patients status to the referring providers monthly.

6) Works independently and troubleshoots difficult and hard to resolve problems, using a high level of judgment and knowledge of health system processes and functions. In solving problems, works closely with Providers and health system teams (clinical and non-clinical), and schedulers in meeting referring physician requests on behalf of patient needs. Uses judgement regarding issues and escalates concerns to the Manager of Contact Center, for the respective BMP practice. Communicates all sensitive information and challenges/problems to the Manager/Site Administrator within BMP.

7) Provides accurate documentation following all established processes and protocols. Utilizes Baystate clinical and administrative computer programs to access and provide needed patient and provider information, and for communications with medical practices.

8) Provides feedback and suggests solutions when identifying opportunities that will improve patient access to care to practice teams within Baystate Health & Wellness Center and Contact Center Manager. Non-Baystate locations will report to the Physician liaison Director and Contact Center Manager.

9) Responsible for cross training and coverage for Contact Center Scheduling Specialists when necessary.

10) Engages directly with patients to support timely, appropriate appointment scheduling. Provides personalized attention through the continuum of services.

Required Work Experience: 

1) None Listed

Preferred Work Experience: 

1) Experienced and comfortable working with providers/medical professionals, with the goal of meeting their needs

Skills and Competencies: 

1) None Listed

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

Associates of Science

Certifications:

Certified Medical Terminology – Other

Equal Employment Opportunity Employer

Apply Now