Careline Triage Line Receptionist - Remote

We currently have an exciting opportunity for remote Careline Receptionist. The position is the first point of contact for patients and members calling the CareLine (24/7 nurse triage line) for medical advice and information. This position facilitates the process of patient care that comes into the CareLine. The CareLine Assistant position supports the HealthPartners medical group clinics, affiliated clinics and HealthPartners Insurance Plan members as well as other internal departments’ after-hours. At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity and partnership. By working together, we will improve health and well-being, create exceptional experiences for those we serve and make care and coverage more affordable.

REQUIRED TESTING:

• Medical Terminology test
• Alpha-numeric data entry test (6,000 keystrokes per hour)

REQUIRED QUALIFICATIONS:

• Two years experience in a customer service position
• One year experience using data look-up and data entry functions on a mainframe or PC based computer system
• One year customer service experience either via telephone or in-person within the last five years
• Demonstrated ability to function with multiple priorities and interruptions
• Demonstrated ability to organize work under pressure
• Meets one of the following:
  • Graduate of a formal training program in medical reception, an equivalent program, or a customer service program
  • Two years experience as a medical receptionist
  • Two years experience in a customer service position
• Ability to work in a call center environment with high volume calls and multiple distractions
• Excellent written communication skills
• Graduate of a formal training program in medical reception, an equivalent program, or a customer service program
• High School diploma or GED
• Excellent oral communication skills
• Two years experience as a medical receptionist

PREFERRED QUALIFICATIONS:

• Experience working on an ACD phone line
• Experience in a call center environment
• Experience talking with callers and documenting calls at the same time

PHYSICAL REQUIREMENTS:

Ability to sit or stand for prolonged periods of time. Oral and written communications with customers requires adequate speech, vision, and hearing. Proficiency in English is required. Proficiency in other languages may be required. Use of a telephone and computer terminal also requires adequate hand writing and manual dexterity skills.

ACCOUNTABILITIES:

• Advise callers on immunization/vaccination history as appropriate,
• Serve as after-hours resource for clinics and facilities regarding patient transportation needs. Schedule patient transportation needs via multiple modes using the applicable systems.
• Screen callers for symptom based calls when (they are) requesting medications or medication refills,
• Provide excellent Customer Service to callers by caring for each person as he/she would like to be cared for, putting the patient first, listening to understand patient, showing concern and empathy for each caller, and acting individually and with others to meet patient needs.
• Serve as after-hours resource for HealthPartners members. Complete intake form and send to Member Service for next day follow-up. When possible, assist members using HealthPartners.com to locate care within their network.
• Act as first point of contact for Worker’s Compensation intake calls. Work with caller to complete appropriate worker’s compensation intake form. Use resources to maintain knowledge and understanding of multiple Worker’s compensation programs and their preferred clinics.
• Follow proper procedure for identifying caller. Using Epic systems to verify patient information and create medical records for new or out of network patients and update patient demographics when needed.
• Ask callers appropriate questions and listen for answers to determine the level of care needed (examples include; call back from CareLine nurse, emergent transfer to CareLine nurse, 911, Poison Control, or transfer to a clinic or other appropriate department.)
  • Use Epic tools to identify appropriate routing/direction for the callers:
  • Assist callers with contacting the appropriate call center for appointments,
  • Advise callers on immunization/vaccination history as appropriate,
  • Screen callers for symptom based calls when (they are) requesting medications or medication refills,
  • Obtain and document detailed information regarding the caller’s requests for test/lab results, forms, letters, and other general questions.
• Obtain and document detailed information regarding the caller’s requests for test/lab results, forms, letters, and other general questions.
• Use Epic tools to identify appropriate routing/direction for the callers:
• Maintain open communication with Appointment Center to ensure patient and provider needs are met.
• Facilitate the after-hours provider to provider consultations. Use resources to maintain knowledge of on-call providers schedule. Provide nurses and other health care providers with the appropriate on call provider for internal and external facilities.
• Perform other duties as assigned.
• Assist callers with contacting the appropriate call center for appointments,
• Process medical records request for patients and providers in accordance with HealthPartners Release of information polices.
• Answer calls using proper scripting.

HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for Job ID #71539

Additional Information:
This is a work from home position. Orientation is virtual and is approximately 6 weeks long with a variety of shifts. First two weeks is fulltime M-F days.