Telephone Concierge Patient Services Coordinator (Bilingual Required)

We don't train our people to be nice... We simply hire nice people

We are looking for the brightest and the best to join our team

Are you under challenged in your current position? Are you looking for a career in a high paced complex clinical environment?

Three major benefits offered by Cure 4 The Kids Foundation

• 40-hour work week, no nights or weekends
• One of the most competitive compensation and comprehensive benefit packages in the field of healthcare
• A state-of-the-art clinical and administrative environment located at 215 and Town Center, Summerlin on the Roseman University Campus

Cure 4 The Kids Foundation was voted #4on the list of Best Non-Profits to Work For in The U.S.

What it takes to be part of our team

Are you an exceptional Telephone Concierge who thrives on excellence and exceptional client satisfaction? Are you accountable for your part in creating the customer experience? If you possess these two qualities, and are open to being trained and developed, you may be a good fit for our team.

Are you dedicated to being part of an exceptional team and can you be counted upon to do the right thing for our patients, their families and your fellow team members when we need it most?

We are seeking one Patient Services Coordinator who absolutely thrives on being part of an accountable team. Can you dedicate yourself to being part of a team serving the needs of children and their families? Do you bring the highest standards of integrity and professionalism to your team? Do you thrive in an environment where you are valued and appreciated for who you are, how hard you work and for that something special you bring to the teams you choose to work with? Are you looking for an organization that offers competitive compensation and one of the broadest and most comprehensive benefit packages available in the field of healthcare?

Can you flourish in a center of excellence with a team that embodies the following accountability creed?

Important/Critical to the interview process to be considered for our team:

The following Accountability Creed is a crucial part of our culture and interview process. We consider our initial interactions as a mutual interview. Are you right for us and are we right for you. Be prepared to speak about how you feel about being part of a culture that embodies this creed. If in the initial phone interview, when you are asked to share your thoughts about the Accountability Creed, if you are unclear or do not recall reading it, you will not proceed in the interview process.

The Cure 4 The Kids FoundationAccountability Creed

We are reliable, trustworthy and act with integrity

• We stand ready to be counted upon to do the right thing for the health and highest interest of our patients, our team and for the organization.
• We own and are responsible for our actions and outcomes.
• We take responsibility for our own work and efforts and do not assign cause or blame toward others for the results we are generating.
• We hold ourselves accountable for the Patient Experience. We are answerable as individuals and team members for all interactions our patients have with our organization, we are in charge of patient perceptions, across the continuum of care we provide.

We are transparent and open in our communication both individually and as a team.

• We are open and respectful in our communication. We do not speak poorly of others and bring our challenges and grievances openly to our team and manager.

We are responsible for doing our part for patient outcomes through continuous quality improvement and service excellence

• We are focused on personal, professional and clinical excellence and improving our skills and awareness as a contributing team member. We are open to feedback and training to improve ourselves and the organization.

If you said yes to all of these questions and feel you can add to our culture, please keep reading

This is a role that requires a multi-disciplinary team approach to solving problems and patient challenges. "That's not my job" or "someone else can do it" is not in our team vocabulary because we are here to be of support to each other. The primary goal is to bring the patient care and experience for our area's children.

SUMMARY:
The Telephone Concierge is a liaison between the patients/parents and the healthcare system/facility. They are responsible for the day-to-day operations and customer service relations organization wide, including; answering the phones quickly in a warm, welcoming, and professional manner, taking detailed phone messages, and transferring calls properly. The Telephone Concierge will also be checking the general voice mailbox multiple times throughout the day and returning calls to parents/patients. The Telephone Concierge is responsible for the coordination of services required to get patients through our facility in an efficient manner.

The purpose of the Telephone Concierge is to act as an Ambassador for the organization. The Telephone Concierge is often the first person our patients/parents will interact with during times of stress via a phone call, and as such it is imperative that the incumbent understands how to interact professionally to work towards getting patient care needs met. The incumbent also needs to understand the manner in which it is expected that they comport themselves while getting the job done. All actions and behaviors of the Telephone Concierge must positively reflect what the organization stands for and they must be able to communicate this well to all of our constituents.

This position must hold the highest of professional standards in customer service and demonstrate exceptional phone etiquette at all times. When not on the phone the incumbent will also work on consistently and accurately completing complex patient appointment scheduling to include infusion and procedures. The Telephone Concierge will also participate in the collection of Patient Satisfaction surveys.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Telephone Concierge duties typically include but are not limited to the following:

a) Complex patient appointment scheduling; including infusion and procedure schedules.
b) Quickly and professionally, answer telephones: taking complete and accurate messages per organizational guidelines, and /or transferring and routing calls properly.
c) Reviewing after hours phone log/voice mailbox on a regular basis several times throughout the day; including seeing that all messages are addressed and parents/patients are notified of any delays.
d) Maintaining a friendly and helpful environment for all patients and parents by demonstrating the highest of customer service expectations.
e) Participating with the collection of Patient Satisfaction Surveys, and continually working towards improved patient/parent satisfaction.
f) Rapid Response involvement as assigned.
g) Keeping the front office/waiting room clean and organized in conjunction with Patient Services Coordinators.
h) Updating and filing patient medical records, both electronic and paper files.
i) Handling correspondence, including incoming faxes and emails.
j) Notifying providers if patients are late, schedule and reschedule appointments/procedures and infusions as needed.
k) Locating and scanning documents as required.
l) Calling to confirm next day appointments.
m) Allscripts/EHR navigation in order to provide outstanding customer services to parents/patients via the phone or face-to-face while in the waiting room.
n) Following all required Infection Control initiatives by maintaining a clean and safe working environment.
o) Maintaining proper personnel conduct and confidentiality of patients, staff and physician information.
p) Assisting with training of new staff on scheduling, professionalism, message taking, and customer service excellence per organizational expectations and performing other administrative duties as directed.
q) Assisting Patient Services Coordinators when available.

EDUCATION and/or EXPERIENCE: Must have at a minimum a high school diploma or equivalent, some college experience is preferred.

Knowledge, Skills, and Abilities:

• Position requires the ability to understand and follow oral and written instructions generally acquired through a high school education.
• Age specific competencies required in a pediatric setting.
• Able to document and communicate pertinent information effectively, accurately and timely.
• Ability to establish and maintain effective working relationships with patients and clinic staff to ensure a positive team environment.

Physical and Sensory Requirements (with or without the Aid of Mechanical Devices): Walking, reaching, bending, lifting, grasping, pushing, pulling, fine hand coordination; ability to read and write; ability to understand and follow written and oral instruction and directions; ability to communicate with physicians/providers, families, personnel, and consultants; and must have the ability to remain calm under emergency and stressful situations and when handling multiple tasks.

LANGUAGE SKILLS: Bilingual, Spanish speaking required.

Cure 4 The Kids Foundation was organized in April 2007 solely for charitable, educational, and scientific purposes to address the specialized health care needs of children in Nevada and the surrounding region; more specifically to encourage and support clinical research and the application of that research seeking to control, cure, and prevent all types of childhood diseases.

Our Vision

Our vision is to be the community leader in advancing the treatment and prevention of catastrophic diseases in children.

This vision will be achieved through pursuing the best possible patient outcomes by developing a reliable, efficient, and responsible team that has the capability of meeting the individual needs of "this" patient while continually improving care for the "next" patient.

Our Mission

To advance cures and means of prevention for pediatric catastrophic diseases through research and treatment, while providing access to quality medical care for the uninsured, underinsured, and medically indigent children of Nevada with complex medical issues, through the charity care plan, education, research, and advocacy. Consistent with the vision of our founders, that no child be deprived of care based on a family's inability to pay for services.

Population Served

It is not unusual for children with cancer and other complex medical conditions from Nevada and the surrounding region to travel hundreds of miles, seeking appropriate care and access to the latest treatment protocols and clinical trials. However, the most vulnerable of children diagnosed with complex medical issues such as cancer; the uninsured, under insured and medically indigent are often excluded from this opportunity due to their lack of medical coverage and/or the finances required to appropriately treat these childhood conditions. It is not only our policy that no child will be denied care at our clinic for financial reasons; it is our legacy.

Unfortunately, the limited access to care in Nevada has become exceedingly more complicated by the current economic status of our region. Unemployment rates have led to alarming increases in uninsured and medically indigent children; children who are fighting for their lives... children whose lives depend on our ability to continue to provide care in spite of the economic crisis.

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