Sr Physician Referral Coord

Rush University Medical Center Chicago, IL
Rush University Medical Center has an exciting opportunity for a Sr. Physician Referral Coordinator. This role is fully devoted to processing inbound and outbound calls. This role will be cross-trained to assist with fulfillment, class and survey data entry and database maintenance. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.

Position Highlights:

The Rush Call Center is the first contact for many callers and patients encounter with Rush University Medical Center. Extensive personal and telephone contact with consumer, patients, practice managers, internal and external physicians. Interacts routinely with Marketing and Communications, the Managed Care Office and physician practices. Works cooperatively with other Physician Referral and Health Information Coordinators

Principal Duties and Responsibilities:

* Acts as the first point of contact for many RUMC/Rush Oak Park patients; consistently uses excellent public relations and customer service skills with internal and external customers

* Answers incoming phone calls (or places outgoing calls) generated by marketing campaigns, My Chart, seminars, media coverage and clinical trials with the goals of making appointments, customer satisfaction and retention and identifying and cross-selling other Rush services or educational opportunities

* Identifies the appropriate physician and /or service referral, following department provided scheduling guidelines, schedules appointments, class registrations, class reminder calls, answers customer questions, explains available services and educational seminars

* Matches caller needs with the medical center resources utilizing information from the physician referral database, Find a Doctor database, Epic scheduling, Rush website, Rush Oak Park Hospital website and the Internet. Researches and resolves complex inquires and complaints to ensure customer satisfaction and retention

* Answers MyChart Helpline troubleshooting general caller's needs as the subject expert of MyChart. Answers the Special Consumer Communications Hotline as needed

* Answers physician calls and refers caller to the most appropriate physician or program for a consultation or referral. Manages calls so that the physician receives prompt and professional attention

* Meets departmental standards when capturing all calls and information in E-Centaurus on a consistent basis

* Assists with follow-up and printed matter fulfillment and advertising as needed

* Assists with class attendance and survey data entry as needed

* Performs related duties as assigned

Knowledge, Skills and Abilities:

* High School diploma required, college degree preferred

* Minimum of five to seven years of related call center experience

* One to two years healthcare industry experience required, preferably in a call center

* Knowledge of basic medical terminology required; testing with ≥ 90% pass rate is required

* Demonstrates outstanding customer service skills, communicates effectively and utilizes excellent listening skills and telephone etiquette

* Excellent written and verbal communications skills required

* Excellent organizational and interpersonal skills (tact, discretion and courtesy necessary to interact cordially and effectively at all times) required

* Strong attention to detail and accuracy required

* Maintains confidentiality

* Proficiency in Microsoft Word, Excel and PowerPoint required

* Proficiency in EPIC scheduling and E Centaurus a plus

* Ability to prioritize and multi-task in a fast-paced environment

* Ability to act quickly and responsibly using sound judgment when problem solving and setting priorities

* Open-mindedness and willingness to adjust to change

* Ability to work effectively with minimal supervision and collaboratively in a team environment

* Pleasant telephone voice with the ability maintain composure under stressful situations

* Ability to successfully pass the Epic scheduling test within 1 attempt

* Ability to sit for long periods of time (approximately seven hours/day)

* Bilingual in English and Spanish may be required.

Company Highlights:

* Ranked among the top academic medical centers in the country, Rush University Medical Center is an outstanding place to enhance your career. Everything we do centers on one goal: improving patient care.

* Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center, Rush University, Rush Oak Park Hospital and Rush Health.

* Rush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.

* Rush University Medical Center is a four time Magnet facility, the highest recognition given for nursing excellence. Rush was also the first hospital in Illinois serving adults and children to receive Magnet status.

* Rush offers a competitive salary, valuable healthy living benefits to include: health, dental and vision to help you maintain and improve your health. Rush also offers several ways to invest in your future. Whether you're saving for retirement or a child's education, Rush offers benefits to help you make the most of your money…now and in the future.

* Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research. Twelve programs are nationally ranked by U.S. News & World Report.

Rush University Medical Center is an Equal Opportunity Employer that welcomes and encourages all applicants to apply regardless of age, race, sex, religion, color, national origin, disability, veteran status, sexual orientation, gender identity and/or expression, marital or parental status, ancestry, citizenship status, pregnancy or other reason prohibited by law.

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