Penn Medicine
Referral Nurse: Marketing Contact Center
Penn Medicine, Phila, Pennsylvania, United States, 19117
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Corporate Services
Department: Call Center
Location: Remote
Hours: Monday-Friday 8:00am-4:30pm
The role of the Marketing Contact Center (MCC) Referral Nurse is to offer exceptional service for those seeking guidance and medical assistance within the vast services of the University of Pennsylvania Health System (UPHS). The Referral Nurse upholds the highest standards of the nursing profession and work ethic within the framework of UPHS policies and procedures.
The Referral Nurse provides information and access to Penn Medicine-owned and affiliated physicians, program services, and educational seminars. S/he responds to multi-channel inquiries from patients, physicians, employees, etc., regarding services offered within the Contact Center in accordance with established department guidelines.
The Referral Nurse answers inbound calls from patients and customers, including: scheduling and information requests, registration for classes and events, handling of physician-to-physician calls, and the sensitive treatment of cancer calls. S/he provides information and access to physician services for Penn Signature Services (PSS) programs: Patient Facilitated Services (PFS), Penn Passport, Executive Health, Pavilion, and Penn Global Medicine (PGM).
The Referral Nurse handles nurse-specific contacts related to After Visit Summary (AVS), Guardian Nurse, and Patient First Urgent Care Centers. The position also performs outbound calls in response to digital/web-based patient communication, including: appointment requests, responses to Penn Medicine campaigns, social media follow-up, compliments/complaints, psychiatry, and transplants.
The Referral Nurse facilitates all responses to patient/customer requests with expertise, expediency, and proficiency. S/he displays human qualities of empathy, compassion, kindness, and patience. The Referral Nurse exemplifies Penn Medicine Core Values and exhibits strong Customer Service skills, a patient-centric attitude, a collaborative team spirit, and the ability to think critically and quickly.
Accountabilities
Offers exceptional service for patients/customers seeking guidance and medical assistance within the vast services of the University of Pennsylvania Health System (UPHS).
Upholds the highest standards of the nursing profession within the framework of UPHS policies and procedures.
Serves as a clinical resource for other Referral Nurses, Customer Service Representatives (CSRs), and UPHS departments (e.g., Development).
Advocates for patients seeking medical care at Penn Medicine; ensures quality and efficiency of patient’s Healthcare needs.
Assesses caller needs accurately via phone interaction, including:
Provides appropriate and age-specific Penn Medicine resources.
Gathers information from callers using skills that elicit information for appropriate and efficient responses.
Provides Penn Medicine patients and customers with referrals to physicians and services; assists patients with appointment scheduling and other services via phone or Internet requests.
Performs searches and uses online reference resources to provide appropriate physicians and services.
Facilitates requests for appointment scheduling; provides information and performs appropriate warm transfer.
Registers callers for events and classes.
Obtains/enters demographic information on new callers; verifies demographic information for existing patients.
Handles physician-to-physician (Physician Link) calls; receives calls from outside Penn Medicine providers seeking to talk with Penn Medicine providers.
Obtains calling physician’s information along with the new or mutual patient’s information; attempts to connect to the Penn Medicine provider via cell phone, text message, or office number.
(If physicians are connected, the call is complete; if not, the inquiry is sent to the Referral Nurse follow-up queue for completion.)
As assigned, monitors the follow-up queue; reaches out to the non-Penn Medicine provider to verify that they have connected with the requested Penn Medicine provider.
Answers, via phone or email, medical questions utilizing approved resources and medical experience for callers inquiring about cancer- and non-cancer-related topics without diagnosing or providing false hope.
Utilizes Pennmedicine.org, emails, meetings, and brochures/documents given by departments to maintain cancer-related knowledge and skills.
Assists callers with clinical trial information and provides information and referrals for cancer-related calls.
Is proficient in accessing the Internet for PDQ updates, access to OncoLink, and access to Pennmedicine.org.
Distributes literature only approved by the Penn Medicine Abramson Cancer Center to callers requesting information.
Provides information and physician services related to Penn Signature Services (PSS) programs.
Patient Facilitated Services (PFS) - Receives inbound call on a dedicated phone line for PFS members; provides personalized care and concierge services: handles appointment requests as per member needs and notifies the PSS team of member’s arrival to appointments.
Penn Passport - Provides 24 hour on-call support to Passport members: monitors all travel plans, assists with appointments, and notifies the PSS team of all Passport members’ additional needs.
Executive Health - Receives inbound call; obtains and sends caller’s information via email or phone call to the Executive Health Team. (This department provides a full day of customized care by Penn Medicine specialists.)
Pavilion - Receives inbound call from patients seeking availability and information on a Pavilion inpatient room (concierge amenities); calls or emails the Pavilion team with the patient’s information.
Penn Global Medicine (PGM) - Provides intake and case management for international patients seeking Healthcare at Penn Medicine; works closely with the PGM team to provide full services to international patients and their families.
Handles nurse-specific inbound calls.
After Visit Summary - Receives calls on a dedicated phone line from patients seeking post-hospital discharge instructions; utilizes Penn Chart to obtain discharge summary information to assist with patient needs.
Guardian Nurse - Receives call on a dedicated phone line from a Guardian Nurse seeking assistance for patients seeking appointments; connects Guardian Nurse to requested department or provides a concierge service by offering further assistance.
Patient First Urgent Care Centers - Receives calls on a dedicated phone line from patients seeking follow-up appointments with a Penn Medicine provider/specialist after receiving Penn Medicine contact information upon discharge from a Patient First Urgent Care Center.
Triages/schedules appointments for new cardiology patients.
Provides follow-up to all referring physicians requesting a consultation.
Makes outbound calls (or sends emails) in response to digital/web-based patient communication, including: appointment requests, responses to Penn Medicine campaigns, social media follow-up, compliments/complaints, psychiatry, and transplants.
Responds to Visit Guide email requests, including:
Receives an email to follow up with patient and patient’s doctor’s office regarding an appointment cancellation.
Upon receiving cancellation confirmation, cancels the appointment by contacting the appropriate office.
Records appropriate information in Salesforce; completes call records with complete and concise documentation; documents coding completely and accurately.
Utilizes Avaya phone system to facilitate communication, including: transfers to schedulers, collaboration with cross-functional departments, etc.
Promptly notifies the Marketing Contact Center Manager of administrative or clinical issues and work-related problems.
Recommends improvements related to work processes, software systems, and Customer Service, as relevant.
Follows strict medical and legal aspects of making referral and outbound calls; protects patient confidentiality (HIPAA) at all times.
Meets Contact Center departmental productivity and process improvement objectives; assists in meeting or exceeding patient satisfaction and operational targets.
Remains aware of call volumes; work as part of the team to handle the call.
Supports onboarding of new-hires; supports co-workers collegially when needed; participates in projects as assigned.
Attends and participates in regularly scheduled operational meetings; reviews all minutes.
CUSTOMER SERVICE/HUMAN QUALITIES
• Assists the Marketing Contact Center in maintaining a strong patient/customer focus.
• Supports the delivery of high quality service and shares a passion for patient and customer-centered care.
• Follows Penn Medicine Customer Service guidelines with all callers.
• Displays human qualities related to empathy, compassion, kindness, and patience.
• Accepts and follows through with constructive feedback, including results of QA monitoring and coaching sessions.
• Discusses work-related issues directly with management; avoids gossiping with co-workers.
• Collaborates willingly with management and co-workers; maintains a positive and optimistic outlook.
• Communicates sensitively with patients having possible hearing difficulties or memory/information processing issues.
• Arranges translation services for non-English speaking callers or asks to have an English speaking person confirm needs.
INNOVATION AND PROBLEM SOLVING
• Proactively surveys the environment to determine underlying or hidden problems that may result in potential hazards/issues for patients/customers and co-workers.
• Looks beyond the obvious when generating solutions and doesn’t stop at the first answer.
• Approaches problems from an organizational perspective; assesses implications of solutions to UPHS.
• Makes good and timely decisions based on a mixture of analysis, wisdom, experience, and judgment.
COMMUNICATION
• Displays effective professional writing skills.
Completes forms comprehensively, clearly, and accurately.
Prepares concise, accurate, and well-organized documentation of encounters, letters, and memos.
Relays information via the appropriate method (e.g., letter, memo, fax, email).
Paraphrases and summarizes conversations with patients/customers and staff in appropriate written detail.
• Speaks in a professional manner with callers and Penn Medicine co-workers.
Manages telephone interactions by using appropriate titles and scripts (as appropriate) and by responding to the caller in a prompt, courteous, and informative manner.
Exchanges clear, concise, and accurate information via the most appropriate verbal medium (e.g., face-to-face, telephone call, voicemail).
Presents ideas and information in ways that others can easily understand.
Uses appropriate questioning, listening, clarifying, paraphrasing, and summary techniques to obtain accurate information from patients, customers, and staff.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Minimum Requirements
Required Education and Experience
Bachelor's Degree is required.
3+ years of Clinical nursing experience is required.
Experience with Window applications, phone systems, the Web, and cross-system navigation is preferred.
Customer Service experience is preferred.
Marketing and/or up-sell/cross-sell experience is preferred.
Experience with public contact and patient registration is preferred.
1 year of oncology experience is preferred.
Previous experience at Penn Medicine is preferred.
Licenses, Registrations, and Certifications
Current PA RN license
Required Skills and Abilities
Must have pleasing telephone voice and manner, good diction, professional grammar, and good spelling
Must show initiative to learn the structure of Penn Medicine and the services, programs, and clinical research available in the various clinical departments
Must exemplify the highest level of guest relations; must be able to maintain courteous and helpful demeanor regardless of the manner of the caller
Ability to work quickly while making accurate decisions
Ability to exercise keen judgment in dealing with sensitive and confidential information
Ability to makes appropriate decisions based upon the situation
Ability to sit for extended periods of time
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
REQNUMBER: 233692
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Corporate Services
Department: Call Center
Location: Remote
Hours: Monday-Friday 8:00am-4:30pm
The role of the Marketing Contact Center (MCC) Referral Nurse is to offer exceptional service for those seeking guidance and medical assistance within the vast services of the University of Pennsylvania Health System (UPHS). The Referral Nurse upholds the highest standards of the nursing profession and work ethic within the framework of UPHS policies and procedures.
The Referral Nurse provides information and access to Penn Medicine-owned and affiliated physicians, program services, and educational seminars. S/he responds to multi-channel inquiries from patients, physicians, employees, etc., regarding services offered within the Contact Center in accordance with established department guidelines.
The Referral Nurse answers inbound calls from patients and customers, including: scheduling and information requests, registration for classes and events, handling of physician-to-physician calls, and the sensitive treatment of cancer calls. S/he provides information and access to physician services for Penn Signature Services (PSS) programs: Patient Facilitated Services (PFS), Penn Passport, Executive Health, Pavilion, and Penn Global Medicine (PGM).
The Referral Nurse handles nurse-specific contacts related to After Visit Summary (AVS), Guardian Nurse, and Patient First Urgent Care Centers. The position also performs outbound calls in response to digital/web-based patient communication, including: appointment requests, responses to Penn Medicine campaigns, social media follow-up, compliments/complaints, psychiatry, and transplants.
The Referral Nurse facilitates all responses to patient/customer requests with expertise, expediency, and proficiency. S/he displays human qualities of empathy, compassion, kindness, and patience. The Referral Nurse exemplifies Penn Medicine Core Values and exhibits strong Customer Service skills, a patient-centric attitude, a collaborative team spirit, and the ability to think critically and quickly.
Accountabilities
Offers exceptional service for patients/customers seeking guidance and medical assistance within the vast services of the University of Pennsylvania Health System (UPHS).
Upholds the highest standards of the nursing profession within the framework of UPHS policies and procedures.
Serves as a clinical resource for other Referral Nurses, Customer Service Representatives (CSRs), and UPHS departments (e.g., Development).
Advocates for patients seeking medical care at Penn Medicine; ensures quality and efficiency of patient’s Healthcare needs.
Assesses caller needs accurately via phone interaction, including:
Provides appropriate and age-specific Penn Medicine resources.
Gathers information from callers using skills that elicit information for appropriate and efficient responses.
Provides Penn Medicine patients and customers with referrals to physicians and services; assists patients with appointment scheduling and other services via phone or Internet requests.
Performs searches and uses online reference resources to provide appropriate physicians and services.
Facilitates requests for appointment scheduling; provides information and performs appropriate warm transfer.
Registers callers for events and classes.
Obtains/enters demographic information on new callers; verifies demographic information for existing patients.
Handles physician-to-physician (Physician Link) calls; receives calls from outside Penn Medicine providers seeking to talk with Penn Medicine providers.
Obtains calling physician’s information along with the new or mutual patient’s information; attempts to connect to the Penn Medicine provider via cell phone, text message, or office number.
(If physicians are connected, the call is complete; if not, the inquiry is sent to the Referral Nurse follow-up queue for completion.)
As assigned, monitors the follow-up queue; reaches out to the non-Penn Medicine provider to verify that they have connected with the requested Penn Medicine provider.
Answers, via phone or email, medical questions utilizing approved resources and medical experience for callers inquiring about cancer- and non-cancer-related topics without diagnosing or providing false hope.
Utilizes Pennmedicine.org, emails, meetings, and brochures/documents given by departments to maintain cancer-related knowledge and skills.
Assists callers with clinical trial information and provides information and referrals for cancer-related calls.
Is proficient in accessing the Internet for PDQ updates, access to OncoLink, and access to Pennmedicine.org.
Distributes literature only approved by the Penn Medicine Abramson Cancer Center to callers requesting information.
Provides information and physician services related to Penn Signature Services (PSS) programs.
Patient Facilitated Services (PFS) - Receives inbound call on a dedicated phone line for PFS members; provides personalized care and concierge services: handles appointment requests as per member needs and notifies the PSS team of member’s arrival to appointments.
Penn Passport - Provides 24 hour on-call support to Passport members: monitors all travel plans, assists with appointments, and notifies the PSS team of all Passport members’ additional needs.
Executive Health - Receives inbound call; obtains and sends caller’s information via email or phone call to the Executive Health Team. (This department provides a full day of customized care by Penn Medicine specialists.)
Pavilion - Receives inbound call from patients seeking availability and information on a Pavilion inpatient room (concierge amenities); calls or emails the Pavilion team with the patient’s information.
Penn Global Medicine (PGM) - Provides intake and case management for international patients seeking Healthcare at Penn Medicine; works closely with the PGM team to provide full services to international patients and their families.
Handles nurse-specific inbound calls.
After Visit Summary - Receives calls on a dedicated phone line from patients seeking post-hospital discharge instructions; utilizes Penn Chart to obtain discharge summary information to assist with patient needs.
Guardian Nurse - Receives call on a dedicated phone line from a Guardian Nurse seeking assistance for patients seeking appointments; connects Guardian Nurse to requested department or provides a concierge service by offering further assistance.
Patient First Urgent Care Centers - Receives calls on a dedicated phone line from patients seeking follow-up appointments with a Penn Medicine provider/specialist after receiving Penn Medicine contact information upon discharge from a Patient First Urgent Care Center.
Triages/schedules appointments for new cardiology patients.
Provides follow-up to all referring physicians requesting a consultation.
Makes outbound calls (or sends emails) in response to digital/web-based patient communication, including: appointment requests, responses to Penn Medicine campaigns, social media follow-up, compliments/complaints, psychiatry, and transplants.
Responds to Visit Guide email requests, including:
Receives an email to follow up with patient and patient’s doctor’s office regarding an appointment cancellation.
Upon receiving cancellation confirmation, cancels the appointment by contacting the appropriate office.
Records appropriate information in Salesforce; completes call records with complete and concise documentation; documents coding completely and accurately.
Utilizes Avaya phone system to facilitate communication, including: transfers to schedulers, collaboration with cross-functional departments, etc.
Promptly notifies the Marketing Contact Center Manager of administrative or clinical issues and work-related problems.
Recommends improvements related to work processes, software systems, and Customer Service, as relevant.
Follows strict medical and legal aspects of making referral and outbound calls; protects patient confidentiality (HIPAA) at all times.
Meets Contact Center departmental productivity and process improvement objectives; assists in meeting or exceeding patient satisfaction and operational targets.
Remains aware of call volumes; work as part of the team to handle the call.
Supports onboarding of new-hires; supports co-workers collegially when needed; participates in projects as assigned.
Attends and participates in regularly scheduled operational meetings; reviews all minutes.
CUSTOMER SERVICE/HUMAN QUALITIES
• Assists the Marketing Contact Center in maintaining a strong patient/customer focus.
• Supports the delivery of high quality service and shares a passion for patient and customer-centered care.
• Follows Penn Medicine Customer Service guidelines with all callers.
• Displays human qualities related to empathy, compassion, kindness, and patience.
• Accepts and follows through with constructive feedback, including results of QA monitoring and coaching sessions.
• Discusses work-related issues directly with management; avoids gossiping with co-workers.
• Collaborates willingly with management and co-workers; maintains a positive and optimistic outlook.
• Communicates sensitively with patients having possible hearing difficulties or memory/information processing issues.
• Arranges translation services for non-English speaking callers or asks to have an English speaking person confirm needs.
INNOVATION AND PROBLEM SOLVING
• Proactively surveys the environment to determine underlying or hidden problems that may result in potential hazards/issues for patients/customers and co-workers.
• Looks beyond the obvious when generating solutions and doesn’t stop at the first answer.
• Approaches problems from an organizational perspective; assesses implications of solutions to UPHS.
• Makes good and timely decisions based on a mixture of analysis, wisdom, experience, and judgment.
COMMUNICATION
• Displays effective professional writing skills.
Completes forms comprehensively, clearly, and accurately.
Prepares concise, accurate, and well-organized documentation of encounters, letters, and memos.
Relays information via the appropriate method (e.g., letter, memo, fax, email).
Paraphrases and summarizes conversations with patients/customers and staff in appropriate written detail.
• Speaks in a professional manner with callers and Penn Medicine co-workers.
Manages telephone interactions by using appropriate titles and scripts (as appropriate) and by responding to the caller in a prompt, courteous, and informative manner.
Exchanges clear, concise, and accurate information via the most appropriate verbal medium (e.g., face-to-face, telephone call, voicemail).
Presents ideas and information in ways that others can easily understand.
Uses appropriate questioning, listening, clarifying, paraphrasing, and summary techniques to obtain accurate information from patients, customers, and staff.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Minimum Requirements
Required Education and Experience
Bachelor's Degree is required.
3+ years of Clinical nursing experience is required.
Experience with Window applications, phone systems, the Web, and cross-system navigation is preferred.
Customer Service experience is preferred.
Marketing and/or up-sell/cross-sell experience is preferred.
Experience with public contact and patient registration is preferred.
1 year of oncology experience is preferred.
Previous experience at Penn Medicine is preferred.
Licenses, Registrations, and Certifications
Current PA RN license
Required Skills and Abilities
Must have pleasing telephone voice and manner, good diction, professional grammar, and good spelling
Must show initiative to learn the structure of Penn Medicine and the services, programs, and clinical research available in the various clinical departments
Must exemplify the highest level of guest relations; must be able to maintain courteous and helpful demeanor regardless of the manner of the caller
Ability to work quickly while making accurate decisions
Ability to exercise keen judgment in dealing with sensitive and confidential information
Ability to makes appropriate decisions based upon the situation
Ability to sit for extended periods of time
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
REQNUMBER: 233692