Patient Portal Liaison Jobs at Affinia Healthcare
Sample Patient Portal Liaison Job Description
Patient Portal Liaison
POSITION SUMMARY: This position provides education and support of clinical data and the patient portal system for patients and staff. This position also supports the clinical departments under the Assistant Vice President of Clinical Integration, providing administrative support. In addition to administrative oversight of the patient portal and sending reports, typing, filing, and scheduling, this position performs duties such as record keeping, coordination of meetings, ordering supplies, coordinating direct mailings, researching and working on projects. Also, answers non-routine correspondence and assembles highly confidential and sensitive information. The position provides representation at meetings as needed. The position deals with internal contacts at all levels of the organization and is the point of contact for the patient portal. Independent judgment is required to plan, prioritize, and organize a diversified workload.
Essential Functions
- Accountable for processing inbound emails and other forms of requests for help and technical assistance regarding patient portal.
- Serves as the first level of portal support and resolves technical issues according to defined protocols, ensures resolution, and escalates to management when appropriate.
- Assist patients upon first contact and resolves questions regarding patient portal accounts according to organizational guidelines.
- Strong typing and computer skills are essential, as the Patient Portal Liaison ensures record of patient contact in the electronic health record.
- Handles a wide range of calls and on-line requests for patients seeking technical assistance and support with the patient portal accounts.
- Serves as point person for escalation of unresolved incidents.
- Provide expertise in problem solving technical issues.
- Notify management and respective IT support services when issues require additional layers of support.
- Serves as portal support subject matter expert for escalation of unresolved issues.
- Pull monthly patient portal reports and send to the AVP of Clinical Integration and AVP's of Clinical Operations.
- Drafts written correspondences or replies by phone or e-mail when necessary.
- Summarizes the content of incoming materials, specially gathered information, or meetings.
- Establishes, develops, maintains and updates filing system. Retrieves information from files when needed.
- Acts as liaison with other departments. Handles confidential and non-routine information and explains policies when necessary.
- Works independently and within a team on special nonrecurring and ongoing projects.
- Assists with special projects.
- Schedules and organizes department meetings.
- Handles details of a confidential nature, and performs functions based on understanding of company policy, executive's views and philosophy
- Maintains the confidentiality of correspondence, documents, discussions, meetings, and phone calls.
- Performs other duties as assigned.
Education: High School diploma or GED required. Some college preferred.
Experience: Minimum of five (5) years experience in the medical field, and/or in customer service field with strong organization skills.
Skills and Abilities which may be representative but not all inclusive of those commonly associated with this position:
1. Excellent organizational skills.
2. Effective communication skills, in order to convey technical and clinical information to non-technical individuals.
3. Knowledge of medical terminology.
4. Must have knowledge of office administrative procedures, and knowledge of use and operations of standard office equipment.
5. Must have knowledge of a variety of computer software applications in Microsoft Office processing, spreadsheets, database and presentation software.
6. Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, professionalism, and diplomacy to interact with all individuals.
7. Some analytical ability is required in order to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work.
8. Work requires continual attention to detail, composing, typing and proofing materials, establishing priorities and meeting deadlines.
9. Excellent organizational skills, with ability to multi-task and manage sometimes complex and confidential matters under minimal supervision.
10. Commitment to maintain the confidentiality of correspondence, documents, discussions, meetings, and telephone calls.
11. Computer keyboarding skills.
Current Openings for Patient Portal Liaison Jobs at Affinia Healthcare
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