LyTorre is The Difference – in step with patients and families to build connections and trust.LyTorre is The Difference
We’re looking for an Access Communication Specialist, someone who’s ready to grow with our company. In this position you will handle requests from physicians, other healthcare providers and their staff regarding interaction with the hospital. To educate and communicate to healthcare providers accurate information regarding how to interact digitally with the hospital, how to refer patients and how to obtain information regarding their patient's care. To ensure that customers' service needs are met in accordance with established guidelines, either directly by the Access Communication Specialist, or by directly connecting the customer with the appropriate resource.
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Job Duties & Responsibilities
Answering inbound or making outbound calls to customers with queries in relation to interacting with hospital to receive care for their patients, in a timely, efficient, and professional manner.
Responding to providers’ written and electronic correspondence.
Accurately documenting all calls and responses to correspondence using the appropriate computer systems, and documenting in accordance with departmental procedures and guidelines.
Following up on unresolved queries and completing callback requests promptly.
Providing information and solutions to all customers based on training provided. Escalate unresolved issues to supervisor in a timely manner and communicate solution back to customer.
Maintain and develop strong knowledge and keep up to date with any new procedures used by the department.
Working to achieve targets within a strong team orientated environment.
Adhere to quality scripts and maintain a high level of quality scores.
Ability to adapt to new changes in a fast-paced environment.
Represent the organization positively and professionally.
Display a positive attitude and high level of commitment.
Attend monthly meetings to discuss performance with your supervisor, staff and other department meetings as requested.
Comply with all security requirements identified under HIPPA/PHI and as outlined in hospital policies.
Maintain and develop a strong level of knowledge regarding the tools available to external healthcare providers and their staff for interacting digitally with hospital.
Provide external providers and their staff updates and information regarding their patients’ care at Hospital, in accordance with all security requirements identified under HIPPA/PHI and as outlined in hospital policies. This may include providing requested information, connecting the requestor with the appropriate resource in a clinical department, connecting the requestor with HIM, or educating the requestor about available digital tools.
Connect providers and their staff to the appropriate resource to meet their need for expedited appointments or connection to specialists to better expedite the care of patients receiving care at or being referred to hospital.
Follows organizational policy for maintaining external provider directory.
Skills & Requirements
Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees unless approved for a medical or religious exemption.
Required H.S. Diploma or GED
An associate or bachelor's degree may be substituted for the experience requirement
2 years contact center, customer service, &/or other experience in a healthcare setting is required
About Texas Children’s