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Education:
High School or equivalent/Associates or bachelor's degree preferred.
Experience:
One-year healthcare experience required. Previous experience in a customer support role, EMR experience required, LTC experience a plus, Proficient in relevant computer applications.
Skills:
* Strong phone skills to include excellent verbal and active listening
* Build good rapport with customers
* Ability to multi-task, set priorities, and manage time effectively
* Excellent customer service skills which include questioning, probing, listening, establishing rapport, matching, and closing
* Demonstrate empathy, a genuine concern, and passion for helping customers
* Strong assessment skills to identify the customer's needs, clarify information, research issues and provide resources and information that best meet assessed needs
Patient & Workplace Safety:
Employee has knowledge and understanding of patient and workforce safety as it relates to job duties.
Patient Population:
- Demonstrates competency in the delivery of care and applies the knowledge to meet age-specific needs if applicable.
Principal Duties and Responsibilities:
* Knowledgeable of the continuum of services within Gilchrist and the community and able to match needs with services.
* Ensure customers queries are answered with the aim of a first-time resolution.
* Ensure that queries and follow up actions are responded to within agreed response times.
* Document all call information according to standard operating procedures.
* Records data of phone calls in the electronic medical record and spreadsheets.
* Conducts impeccable follow through for and with customers.
* Demonstrates impeccable customer service and achieves targets for metrics.
* Be able to identify and share trends in customer queries.
* Handles complaints and concerns in a professional manner.
* Completes post-follow up calls to ensure customer is connected to resources.
* Completes monthly dashboard.
* Elevates appropriate concerns to supervisor.
* Care Navigators will be cross trained to help fulfill other duties and responsibilities within Gilchrist and will perform duties to support other departments as needed.
All roles must demonstrate GBMC Values:
Respect
I will treat everyone with courtesy. I will foster a healing environment.
Treats others with fairness, kindness, and respect for personal dignity and privacy.
Listens and responds appropriately to others' needs, feelings, and capabilities.
Excellence
I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.
Meets and/or exceeds customer expectations.
Actively pursues learning and self-development.
Pays attention to detail; follows through.
Accountability
I will be professional in the way I act, look and speak. I will take ownership to solve problems.
Sets a positive, professional example for others.
Takes ownership of problems and does what is needed to solve them.
Appropriately plans and utilizes required resources for various job duties.
Reports to work regularly and on time.
Teamwork
I will be engaged and collaborative. I will keep people informed.
Works cooperatively and collaboratively with others for the success of the team.
Addresses and resolves conflict in a positive way.
Seeks out the ideas of others to reach the best solutions.
Acknowledges and celebrates the contribution of others.
Ethical Behavior
I will always act with honesty and integrity. I will protect the patient.
Demonstrates honesty, integrity and good judgment.
Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers.
Results
I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.
Embraces change and improvement in the work environment.
Continuously seeks to improve the quality of products/services.
Displays flexibility in dealing with new situations or obstacles.
Achieves results on time by focusing on priorities and manages time efficiently.
COVID-19 Vaccination
All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.
Equal Employment Opportunity
GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.