Senior PCC Associate

Description:

Job Descriptions:

Responsible for serving as front-line support for the Patient Connection Center (PCC). This role will act as a subject matter expert that is responsible for the understanding of all PCC Physician Practices workflows in order to assist with complex or escalated concerns. Works closely with the PCC Physician Practices leadership to foster accountability, streamline communication, investigate to resolve escalated issues, identify trends, and drive best-in-class patient experiences.

Qualifications:

Minimum Education Required:

High School graduate or GED

Minimum Licensure/Certification Required by Law:

None

Minimum Experience Required:

Three (3) years of experience in contact centers, or administrative support, with at

least one (1) of those years working in patient scheduling and/or physician front office.

Ability to work remotely and must have own transportation to travel between practices.

Additional Qualifications:

None

Key Responsibilities:

1. Supports an exceptional experience through all customer interactions by connecting the callers needs with organizational resources while utilizing information from various applications.

2. Responds to correspondence regarding scheduling changes/cancellations both written and oral in a timely, accurate manner.

3. Assess and prioritize requests to include communicating accurate, pertinent information to external and internal customers.

4. Serves as a liaison/point of contact between the practice and the PCC.

5. Handles escalated issues to mitigate calls to the practice.

6. Responds timely to PCC staff questions and inquiries.

7. Ensures the timely update of the practice knowledge pages in Salesforce.

8. Assists in updating staff on key changes in EPIC and Piedmont.org.

9. Closes the communication gap with patients for escalated matters.

10. Participates in huddles and meetings as assigned.

11. Assists with the onboarding of new practices.

12. Provides backup support to the team as necessary.

13. Performs any special assignments as requested.

KNOWLEDGE, SKILLS, ABILITIES

Skill and ability to communicate effectively both verbally and in writing.

Skill and ability to handle multiple priorities and deadlines.

Ability to work independently and as a member of a team.

Skill and ability in Microsoft Office applications.

Skill and ability in EPIC, Call Center Management Tool (Salesforce), and Workforce Management Tool (Calabrio).

Willingness to travel occasionally between practice locations.

Ability to effectively manage relationships with a variety of stakeholders.

Must be self-motivated, a quick learner, possess high energy and an engaging level of enthusiasm.

Strong problem identification and objection resolution skills.