Physician & Community Health Rep

Overview

FLSA Status: Nonexempt Original Date: June 2013 Last Revision: February 2019 

JOB SUMMARY: Provides a wide range of services to general and referral communities through Physician & Community Health Access (PCHA). These services include physician-to-physician consults, time sensitive calls related to the activation of the Cath Team, answering service, and outbound post-discharge calls. This position works collaboratively and effectively with internal and external physicians, internal clinical departments, discharged patients, community callers, and PCHA staff. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. Since PCHA is a customer service department, it is extremely important that the staff provides excellent service to all customers and collaborates with co-workers on problem resolution. 

EDUCATION/EXPERIENCE: High school diploma or GED equivalent with three years' experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions. Three years' experience handling multiple calls in a stressful environment preferred. Previous experience working in a medical environment and a strong working knowledge of medical terminology preferred. 

LICENSURE, CERTIFICATION, and/or REGISTRATION: Valid North Carolina driver's license 

ESSENTIAL FUNCTIONS: 1. Answers inbound calls from referring physicians related to Cardiology emergent patient transfers. Once the patient is accepted for transfer, gathers the necessary data to expedite the process and coordinates the transfer with Bed Management, AirCare and other clinical departments. 2. Receives inbound calls from referring physicians requesting a MD-to-MD phone consultation. Identifies the appropriate service and on-call physician and conferences the parties together. Documents the call in the software system for tracking and reporting. 3. Receives calls from Medical Center and Community Physician patients after-hours. Based on guidelines, determines if the call should go to a Telehealth Nurse for triage or directly to the on-call physician. Carefully documents necessary data related to the call. 4. Coordinates requests for activation of the Cardiac Cath Team, ensuring the communication process runs smoothly, that all required individuals respond in a timely manner, and that details are documented carefully to meet requirements. 5. Receives via telephone and manages other emergent requests that are critical for patient safety and good clinical outcomes, including those related to the Telestroke network, Acute Code Stroke and the ED Stat Line. 6. Receives calls from individuals in the community with a variety of needs. Determines the appropriate next steps to assist in meeting those needs. 7. Expedites the communication of critical values between Radiology and a patient?s physician. Documents critical value details to meet Joint Commission requirements. 8. Makes outbound calls to patients discharged from the Medical Center to improve customer satisfaction, to identify issues that may lead to unnecessary readmissions, and to improve clinical outcomes. 9. Performs other related job duties as assigned. SKILLS/QUALIFICATIONS: Clear and calm telephone-speaking voice Excellent interpersonal skills Basic computer skills Ability to operate several computer software systems simultaneously to access and document data related to interactions Typing minimum of 45 words per minute Self motivated with ability to work without direct supervision Ability to maintain a positive attitude in the workplace is absolutely necessary Experience working with physicians is beneficial 

WORK ENVIRONMENT: Clean, well lit comfortable climate Subject to interruptions Subject to stressful situations Moderate noise environment 

PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum