Patient Relations Rep III

Position Description :

In the role of Patient Relations Representative III in Minimally Invasive Gastrointesinal Surgery you will support patients in any way possible, particularly with regards to patient registration and scheduling to ensure a quality experience.

Postion Responsiblities

• Schedules, cancels, and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
• Reviews patient chart or medical records as needed to determine the appropriate physician and any requirements for their visit. May also require interaction with clinical providers to determine how best to schedule and coordinate visit / patient needs.
• Triages calls to determine caller needs and provide excellent customer service, doing whatever possible to meet patient needs. Responds to inquiries and / or routes calls, messages and requests to appropriate individuals or areas.
• Encourages patients to sign up for MyChart and the Froedtert & MCW Ap to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
• Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient's insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.
• Manages web appointment requests for assigned team.
• Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.
• Develops understanding of Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
• Follows detailed protocols and enterprise scheduling tools to ensure accuracy of all appointment scheduling, registration and information given to callers.
• Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.

Knowledge - Skills - Abilities

Knowledge of Epic functionality, customer service standards, procedural process, and recordkeeping. Computer, technical, interpersonal, oral communication, listening, and patience skills.

#LI-SN1

Preferred Schedule : M-F 8-430p

Position Requirements :

Appropriate experience may be substituted on equivalent basis

Minimum Required Education : High school diploma

Minimum Required Experience : 2 years

Why MCW?

For a full list of positions see : www.mcw.edu / careers

For a brief overview of our benefits see : https : / / www.mcw.edu / departments / human-resources / benefits

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination

The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity / expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants, or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.