Role Information
Department/Unit: Patient Engagement Center
Work Shift: Day (United States of America)
Salary Range: $46,215.00 - $60,080.00
Role Overview
The Patient Engagement Liaison is the FIRST contact to Albany Med via telephone, thus first touchpoint in our Patient’s Experience. This first impression must be received in a Compassionate and Respectful manner; engaging the caller in a professional manner.
Responsibilities
* Serve as the first contact to Albany Med via telephone, ensuring the first impression is delivered in a compassionate and respectful manner.
* Triage and route patient and provider requests for services expeditiously and accurately.
* Receive information from patients and providers via telephone and fax, review and assess how to manage the incoming information.
* Maintain a high degree of concentration, information retention, and manage high volume workflow with quick turnaround time of telephone calls and fax information.
* Handle high volume workload and stressful environment.
* Multi-task and prioritize workload.
* Engage patients/customers in a calm, respectful manner irrespective of tone or attitude of patient/customer via telephone.
* Demonstrate attention to detail with minimal error.
Information Security
This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.
Equal Opportunity Statement
Albany Med Health System is an equal opportunity employer.
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