Job Description:

Patient Access Specialist II PRN- Telecommunications

Requisition #: 358386

Location: Howard County General Hospital,

Columbia,
MD 21044


Category: Clerical and Administrative Support

Work Shift: Evening Shift

Work Week: Casual (less than 20)

Weekend Work Required: Yes

Date Posted: May 5, 2021

Johns Hopkins Health System employs more than 20,000 people annually. Upon joining Johns Hopkins Health System, you become part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, international affiliate locations and in the health insurance industry. If you share in our vision, mission and values and also have exceptional customer service and technical skills, we invite you to join those who are leaders and innovators in the healthcare field.

This position is PRN.

The Patient Access Specialist for Telecommunications is responsible for hospital safety by immediate communication of emergency Code Alerts via intercom and paging. Monitors Fire, Gas and Hillrom Panels. Receives inbound calls from patients, physicians and external customers requesting services within HCGH. Responsible for alerting on call Physician Director when a discharged patient requests medical advice. Responsible for satisfying the patient, staff or caller and maintaining the image and integrity of HCGH. Provide exceptional customer service to callers, patients and staff. Ability to stay calm under pressure.

MAJOR JOB RESPONSIBILITIES:

• Is responsible for immediate communication of all Emergency Code Alerts via Intercom and Paging.


• Is responsible for alerting on call Physician Director when a discharged patient requests medical advice.


• Is responsible for alerting on call Physician Director when a pharmacist requests prescription follow up


• Update confidential, restricted and custodial patient listings


• Daily updates of the On Call Teams listing


• Performs weekly routine system checks for communication devices - Ascom, Avaya phones and pagers


• Monitors Emergency Panels - Fire, Gas, Elevator and Hillrom

• Is responsible for updating Daily Call, Code Alert and Ascom system logs.


• Is responsible for reviewing daily and monthly call summaries and add to the huddle board.


• Demonstrates professional leadership qualities and leads by example by presenting a positive image and helpful attitude to patients, physicians and staff.


• Tier-1 troubleshooting of communication devices - Ascom, Avaya phones and pagers


• Is responsible for administrative changes to communication systems - Corus and Startel


• Is responsible for providing guidance and assistance to loved ones calling for patient and/or nursing


• Is responsible for providing assistance to callers looking for community resources


• Connecting external Provider calls to internal Providers


• Connecting insurance companies to medical records and or case management


• Analyzes and processes reports as needed within the department.

ADDITIONAL RESPONSIBILITIES:

1. Performs duties in a manner that is consistent with the hospital's core values and the language of caring habits.


2. Attends mandatory departmental meetings, hospital in-services, and continuing education programs to keep informed of new developments affecting hospital initiatives and his/her area of expertise.


3. Participates on Continuous Improvement Teams as required. Performs tasks necessary for maintenance and improvement of his/her functional area within the department.


4. Maintains effective, timely lines of communication with his/her supervisor and co-workers.


5. Maintains acceptable attendance and punctuality in order to maximize his/her contribution to the organization in accordance with hospital policy.


6. Acknowledges his/her ultimate responsibility is to directly or indirectly serve the needs of every patient as defined in the HCGH Mission Statement.

CORE VALUES:

1. Excellence & Discovery - Be the best.

Commit to exceptional quality and service. Create an outstanding customer experience. Listen carefully, check for understanding and clarify. Maintain a high level of knowledge related to areas of expertise. Inspire others to maintain a customer, patient and family centered environment (clean, quiet and clutter-free). Anticipate and exceed customer/patient needs. Explain actions, why action is being taken, what they can expect, and how long it will take. Find a way to say "yes."

1. Leadership & Integrity - Be a role model.

Inspire others to achieve their best. Take personal accountability to respond to customer needs. Keep patient information private and secure. Welcome feedback and accept change.

1. Diversity & Inclusion - Be open.

Embrace and value different backgrounds, opinions and experiences. Be open to suggestions of others. Seek to learn from others and participate in discussions.

1. Respect & Collegiality - Be kind.

Listen to, understand and embrace others' unique skills and knowledge. Speak to others in a respectful manner. Use the appropriate words and tone. Make eye contact and greet others. Involve patients and families in decision-making processes. Use compassionate non-verbal behavior.

LANGUAGE OF CARING - Heart-Head-Heart:

1. Practice of Presence - Focus your full attention on the person.


2. Acknowledging Feelings - Without judgment, reflect back feelings.


3. Showing Caring Non-Verbally - Match your posture, tone and pace.


4. Explaining Positive Intent - Use the words "for you" often.


5. Blameless Apology - Express regret for their suffering.


6. Gift of Appreciation - Express thanks and admiration.


7. Say it Again with Heart - Kindly repeat your main message with care.

SKILLS & ABILITIES REQUIRED:

1. Critical thinking and demonstrated leadership ability in order to address issues identified within the department


2. Analytical skills in order to analyze and process various departmental reports


3. Excellent interpersonal skills required to communicate effectively with co-workers, patients, staff and insurance companies


4. Intermediate knowledge of Microsoft Office


5. Keyboarding speed of 35 WPM


6. Knowledge of professional telephone etiquette and soft skills

EDUCATION & EXPERIENCE:

1. AA degree required, Bachelor Degree preferred


2. Preferred PCT - Patient Care Tech or MOA - Medical Office Assistant


3. Two years of medical/health care office or call center experience

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

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