Physician & Community Health Rep, Heart & Vascular SL

Atrium Health Wake Forest Baptist & Wake Forest University School of Medicine; High Point (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare organization seeks a Physician & Community Health Rep to coordinate care and communication for patients and physicians. The role involves managing patient transfers, consulting physicians, and ensuring customer satisfaction. Ideal candidates should possess strong interpersonal skills and relevant experience in a medical environment.

Benefits

Generous PTO

Education Reimbursement

Wellness Incentives

Parental Benefits

Retirement contributions

Qualifications

• Three years' experience in a direct consumer services role.
• Experience handling multiple calls in a stressful environment preferred.
• Previous experience working in a medical environment is preferred.

Responsibilities

• Answer inbound calls from referring physicians related to Cardiology emergent patient transfers.
• Coordinate requests for activation of the Cardiac Cath Team.
• Make outbound calls to patients discharged from the Medical Center.

Skills

Interpersonal skills

Customer service

Clear communication

Typing speed

Self-motivated

Education

High school diploma or GED equivalent

Job description

JOB DESCRIPTION

Physician & Community Health Rep

Position Highlights:

• Shift Schedule: Full Time (40 hours), Monday-Friday, 3 pm - 11 pm
• Department: Heart & Vascular Service Line
• Location: Atrium Health Wake Forest Baptist

What We Offer:

• Generous PTO: Accrue up to 25 days/year, to be used for vacations, sickness, holidays, and personal matters.
• Education Reimbursement: We invest in your professional growth, offering up to $2,500 per year towards a bachelor's degree and up to $5,000 per year towards a graduate degree.
• Wellness Incentives: Take advantage of up to $1,350 per year in wellness incentives through our LiveWELL program, prioritizing your well-being.
• Parental Benefits: We understand the importance of family, providing six weeks of paid birthing-mother maternity leave and four weeks of paid parental leave.
• Retirement: Secure your financial future with up to 7% employer-paid retirement contributions.

What You'll Do: Provides a wide range of services to general and referral communities through Physician & Community Health Access (PCHA). These services include physician-to-physician consults, time sensitive calls related to the activation of the Cath Team, answering service, and outbound post-discharge calls. This position works collaboratively and effectively with internal and external physicians, internal clinical departments, discharged patients, community callers, and PCHA staff. This position is severe weather critical. Since the department is open 24 hours per day, 365 days per year, this position may be required to work a flexible schedule including days, evenings, nights, weekends, and holidays, as well as during inclement weather. Since PCHA is a customer service department, it is extremely important that the staff provides excellent service to all customers and collaborates with co-workers on problem resolution.

1. Answers inbound calls from referring physicians related to Cardiology emergent patient transfers. Once the patient is accepted for transfer, gathers the necessary data to expedite the process and coordinates the transfer with Bed Management, AirCare and other clinical departments.

2. Receives inbound calls from referring physicians requesting a MD-to-MD phone consultation. Identifies the appropriate service and on-call physician and conferences the parties together. Documents the call in the software system for tracking and reporting.

3. Receives calls from Medical Center and Community Physician patients after-hours. Based on guidelines, determines if the call should go to a Telehealth Nurse for triage or directly to the on-call physician. Carefully documents necessary data related to the call.

4. Coordinates requests for activation of the Cardiac Cath Team, ensuring the communication process runs smoothly, that all required individuals respond in a timely manner, and that details are documented carefully to meet requirements.

5. Receives via telephone and manages other emergent requests that are critical for patient safety and good clinical outcomes, including those related to the Telestroke network, Acute Code Stroke and the ED Stat Line.

6. Receives calls from individuals in the community with a variety of needs. Determines the appropriate next steps to assist in meeting those needs.

7. Expedites the communication of critical values between Radiology and a patient's physician. Documents critical value details to meet Joint Commission requirements.

8. Makes outbound calls to patients discharged from the Medical Center to improve customer satisfaction, to identify issues that may lead to unnecessary readmissions, and to improve clinical outcomes.

9. Performs other related job duties as assigned.

What You'll Need:

• High school diploma or GED equivalent
• Three years' experience in a direct consumer services role with demonstrated ability to resolve problems under stressful conditions
• Three years' experience handling multiple calls in a stressful environment preferred
• Previous experience working in a medical environment and a strong working knowledge of medical terminology preferred
• Valid North Carolina driver's license

The ideal candidate will also possess the following skills:

• Clear and calm telephone-speaking voice
• Excellent interpersonal skills
• Basic computer skills
• Ability to operate several computer software systems simultaneously to access and document data related to interactions
• Typing minimum of 45 words per minute
• Self motivated with ability to work without direct supervision
• Ability to maintain a positive attitude in the workplace is absolutely necessary
• Experience working with physicians is beneficial

About Us

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist's two main components are an integrated clinical system - anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem - that includes Brenner Children's Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.

About the Team

Mission, Vision and Culture Commitments

Mission

To improve health, elevate hope and advance healing - for all.

Vision

To be the first and best choice for care.

Culture Commitments

We create a space where all Belong

We Work as One to make great things happen

We earn Trust in all we do

We Innovate to better the now and create the future

We drive for Excellence - always