UW HEALTH JOB DESCRIPTIONPATIENT RESOURCES AGENT TL

Job Code: 19141 FLSA Status: Non-ExemptMgt. Approval: Date: HR Approval: Date: September 2015

JOB SUMMARYUnder the direction of the Patient Resources Welcome Center Manager, the Patient Resources Agent is responsible for first line triage for the majority of UW Health customers, conducting a needs assessment, determining the most appropriate resources, and resolving less complex issues. If the customer requires additional intervention, the Agent determines the next course of action including assigning the case to the appropriate UW Health personnel or community resource. The agent requires extensive knowledge of the entire UW Health system, community resources, keeping abreast of changes in UW Health policies/ procedures/ initiatives/services and vast knowledge of each Patient Resources program. The agent de-escalates angry customers, provides excellent customer service, and responds to callers’ questions relating to sensitive UW Health matters. The agent initiates the Welcome Center process to provide smooth transitions and access to health care for new or displaced patients. The agent also supports Patient Resources programs/projects.

MAJOR RESPONSIBILITIES

1. First line triage support for all incoming calls to UW Health, respond to website feedback, MyChart and other correspondence from customers. With each contact:

Identify the patient needs utilizing interviewing skills Decide who within UW Health is responsible for the issue Evaluate documentation in CRM/other to determine if the issue is being managed Facilitate follow-up or resolve problem with internal resources Research customer request in collaboration with other departments/organizations Respond to inquiries in a professional, courteous, confidential and timely manner

2. Welcome Center: Decide if the patient is Welcome Center eligible (including collaboration with UWHC admissions staff), help patients choose a physician based on patient preferences, obtain complete and accurate information regarding the patient’s needs, communicate patient needs with Welcome Center nurses, abstractors, social services to facilitate a smooth transition. Welcome and orient the patient to UW Health.

3. Document appropriately in and/or update Healthlink, CRM, Access Database, etc.4. Coordinate completion of necessary paperwork (eg ROI and Health history).5. Interpret information in patient’s electronic medical record to determine follow-up required.6. Advise patients regarding UW Health and other entity (eg Unity) processes/procedures and services to assist patients in

obtaining quality health care. 7. Organize and ensure task completion for all inbasket encounters as a quality control/improvement measure. Ensure

patients’ needs are met.8. Coordinate with clinics, outside organization, internal departments (eg medical management) and employers to assist

new patients in navigating transitions. 9. Manage displaced patient needs, including making outbound proactive calls as requested.10. Maintain up to date information on physician practices (eg open/closed panels, admitting privileges, FTE, languages

spoken), organizational changes (eg closed MD taking pts, physician departures) and department changes to provide customers with the most accurate information.

11. Present information about sensitive proprietary organizational matters to customers in an appropriate manner (eg MSC services, relationship with other organizations).

12. Log/data input all patient referral calls and generate/distribute monthly reports. Validate accuracy of data entry, identify issues, and update tracking/reporting systems to allow for informed decision making.

13. Collaborate with marketing to maintain user friendly resources (eg website, yellow pages).14. Maintain system for UCC/PCP Referrals: Follow-up on Urgent Care Clinic provider requests for patients needing new

PCPs and communicate actions taken via Epic Inbasket. Follow-up with patients when needed to provide social service/UW Health resources. Provide reports as requested.

15. Guide patients to the appropriate resources for social service needs and document/engage other staff as appropriate.16. Problem-solve MA transportation issues in collaboration with a representative as needed to address the patient/clinic

need to minimize clinic disruption. Refer, document, maintain billing systems for cab expenses.17. Perform abstractor duties as needed, such as obtaining ROI, outside records, faxing, calling patients, abstracting and

working with outside organizations to facilitate populating the EMR.18. Serve as a back-up to receive patient feedback, social service requests, and other cases – listen, document and forward

patient information to Patient Resources Representative or clinic staff as needed. 19. Respond to My Chart inquiries including misdirected Unity inquiries.20. Employ customer service and manage disruptive patient skills to work with upset patients.

UW HEALTH JOB DESCRIPTION21. Support Patient Resources staff with duties as requested (copying, assisting with maintaining schedules, WWHSP

appointments and follow-up, sort and deliver mail for the Patient Resources staff, Medication Program paperwork as needed, etc.).

22. Manage and track certified mail sent to patients and assist with correspondence as requested.23. Recommend updates to department procedure binders and assist in keeping accurate information.24. Proficient knowledge of and ability to assist with Patient Resources and organizational processes/incentives and keep

abreast of changes in process including the following areas: Internal Patient Satisfaction Survey Service Recovery Program MAP Welcome Center and Welcome Center Clinic Social Service WWWP PAK Complaint Compliments PSN COI Unity Meriter UWMF GHC UWHC DFM Residency Clinics, etc

25. Review PAK enrollment forms, evaluate program requirements and determine eligibility, correspond with the parents of minor patients, school nurse, registration and clinic staff to coordinate health care.

26. Maintain office equipment and order office supplies for Patient Resources staff as requested.27. Complete reports and provide clerical/other support to the Director, Manager, Supervisor and other staff as requested.28. Represent the department in UW Health and AOB building activities (United Way, etc.); participates and delegates tasks

as needed.29. Create team building exercises and present them to the department.30. Communicate with LEP (limited English proficient) patients via interpreter services or TDD.31. Adhere to service and performance standards set forth by the organization.32. Provide excellent customer service and patient/family centered care.33. Other duties as assigned.

ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.

JOB REQUIREMENTSEducation Minimum High School diploma or equivalent

Preferred Some post-secondary education desirable Work Experience Minimum Previous medical setting experience preferred

PreferredLicenses & Certifications Minimum

PreferredRequired Skills, Knowledge, and Abilities Excellent oral and written communication skills

Ability to work with confidential information Ability to work in a fast paced environment and handle stressful situations Excellent organizational skills Excellent customer service skills and ability to manage upset customers Data entry skills Computer software; including word processing, spreadsheet and presentation

applications (Microsoft Access, Word, PowerPoint, Visio and Excel) Ability to take responsibility for programs related to the Patient Resources

department (eg Primary Care Physician Referrals, Urgent Care Referrals, Patient/Employee Surveys)

UW HEALTH JOB DESCRIPTIONAGE SPECIFIC COMPETENCY (Clinical jobs only)

Identify age-specific competencies for direct and indirect patient care providers who regularly assess, manage and treat patients.Instructions: Indicate the age groups of patients served either by direct or indirect patient care by checking the appropriate boxes below. Next,

Infants (Birth – 11 months) X Adolescent (13 – 19 years)Toddlers (1 – 3 years) X Young Adult (20 – 40 years)Preschool (4 – 5 years) X Middle Adult (41 – 65 years)School Age (6 – 12 years) X Older Adult (Over 65 years)

JOB FUNCTION Review the employee’s job description and identify each essential function that is performed differently based on the age group of the

patient.

PHYSICAL REQUIREMENTSIndicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.Physical Demand Level Occasional

Up to 33% of the timeFrequent

34%-66% of the timeConstant

67%-100% of the time

X Sedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.

Up to 10# Negligible Negligible

Light: Ability to lift up to 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds. Even though the weight lifted may only be a negligible amount, a job is in this category when it requires walking or standing to a significant degree.

Up to 20# Up to 10# or requires significant

walking or standing, or requires pushing/pulling

of arm/leg controls

Negligible or constant push/pull of items of

negligible weight

Medium: Ability to lift up to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.

20-50# 10-25# Negligible-10#

Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.

50-100# 25-50# 10-20#

Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.

Over 100# Over 50# Over 20#

List any other physical requirements or bona fide occupational qualifications:

Physical Activity: Primary working position-sitting, with occasional standing, walking, stooping, crouching, and kneeling; frequent reaching, carrying, lifting, pushing, pulling, fingering, grasping, typing, talking-speaking clearly, hearing-conversation, and seeing-near

Work/Environmental: Moderate noise level consistent with an office environment

Personal/Physiological: Interaction with people, working around people, planning of activities, making judgments in emergency situations, frequent changes in duties and volume of work, intra-organizational communication