Job Description

Job Title: Concierge Coordinator
Job ID: 715053
Status: Part-Time
Regular/Temporary: Regular
Hours:
Shift: Variable
Facility:
Department: POP00 OPR
Location: 3600 Forbes Ave, Pittsburgh PA 15213

Description

Job Summary:

University of Pittsburgh Physicians is hiring a part-time Concierge Coordinator to support the Office of Referring Physicians during varying shifts. Availability for rotating shifts between the hours of 6:00 a.m. and 11:00 p.m. is required. The position will work rotating weekends and holidays. The position will work a minimum of 20 hours per week.

The Concierge Coordinator will serve as a representative of a 24/7 customer service center intended to enhance the relationship with referring physicians; this position will support the functions of the MedTrak / Health Trak system in addition to the support of all programs within the integrated medical call center. Utilizing the on line resources of the various electronic health record components, the Concierge Coordinator will serve as the primary contact for physicians requesting follow-up information on their patients, assist in after hours scheduling with specialists and to provide the requested information to authorized personnel the same day of the request. Further, Concierge Coordinators work interchangeably with and absorb and perform the duties of the PARC Dispatchers.

Responsibilities:
  • Actively communicate daily with CHP Voice staff to ensure integrity of Communications Center operations as well as the appropriate response to support Children's Hospital Pittsburgh
  • After verifying physician-patient relationship, provides the referring physician with requested medical record information, accessing appropriate hospital-based systems (Cerner, Powerchart, MARS, Medipac, etc.) as required or refers to HIM Department if required. Documents all interactions in the departmental database.
  • Appropriately address non-compliance with such policies and procedures.
  • Assist in development and editing of job descriptions to ensure currency with position requirements.
  • Attends annual hospital and departmental fire/safety and infection control training and maintains current knowledge of safety procedures within the hospital and department.
  • Demonstrates skills required for success in a mission-critical contact center environment including making sound judgements under pressure; assimilating a wide variety of information; maintaining knowledge or the ability to access a wide variety of necessary information and ensuring that all calls are recorded for the purposes of risk management and senior management review.
  • Demonstrates the ability to perform and document completion of ancillary tasks including changes of attending physician; management of organ donation offers from external networks; mortality notifications; witness autopsy authorizations, etc.
  • Demonstrates the ability to perform the duties of the PARC Dispatcher position as assigned. Coordinates non-emergency medical transports both utilizing ECIN or manual processes; verifies appropriate insurance coveraged as required; utilizes prescribed EMS agencies and documents all transports according to protocol.
  • Ensure service level standards are met and provide monthly performance reporting to the communications manager.
  • Ensure that on call schedules are entered on a timely basis and remain current for use of all IMCC staff as well as other hospital users.
  • Ensures the integrity of physician contact data as well as data relative to physician-patient relationships in the Medipac professional master file and Enterprise Physician Contact Database as well as through daily review and modificantion of the Cerner patient list.
  • Improves and/or supports others in improving the health and well being of all children through excellence in patient care, teaching and research.
  • Interpret and enforce UPMC and Children's Hospital of Pittsburgh departmental policies and procedures.
  • Investigate and provide service recovery efforts in cases related to service delivery failures.
  • Maintain a current and thorough knowledge of Amcom, paging systems and other hospital related communications systems.
  • Maintain communications with communications manager, AOD and other appropriate staff on all issues, including critical and/or widespread communications outages.
  • Monitor and evaluate the performance of all telephone operator staff to determine developmental opportunities and provide training as required.
  • Perform all other job related duties as assigned by the manager.
  • Provide job performance evaluations for all telephone operator staff as well as the systems analyst.
  • Provides First Level Technical Support to users of the MedTrak/HealthTrak system through the use of online resources available. All interactions are appropriately documented in the database and issues are escalated to Second Level Support as appropriate.
  • Screen resumes, interview and hire all telephone operator staff.
  • Supervise the efficient operation of all assigned staff in providing comprehensive, quality service to all CHP and UPMC customers.
  • Utilizes prescribed Patient Ambassador Certificate (PAC) behaviors during interactions with callers. These include recommended greetings and closings; appropriate fact finding to determine needs and the ability to control and manage the interaction with the caller.

Qualifications

  • High school diploma. 
  • Three years experience with the public in a customer service and/or healthcare setting required.  
  • Prior call center or medical terminology experience is preferred.
  • Strong interpersonal and communications skills. 
  • Knowledge of medical terminology and UPMC physicians or services is preferred. 
  • Computer literacy/data entry skills in a windows driven computer environment; experience with the world wide web, fax machines, photocopiers and other means of communications is preferred. 
  • Professional telephone skills, answering and processing calls through a PBX system with the ability to handle the stress of a busy 24 hour call center. 
  • Typing and communications skills to effectively handle requests.

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $14.12 to $22.16

Union Position: No

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