Referral Nurse Marketing Contact Center

** 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:

3930 Chestnut Street, 4th floor

Hours:

Remote, 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…