Frontline Representative, Physician Exchange and Referral Team

Job Description

Frontline Representative, Physician Exchange and Referral Team | Mercy

The Tone:
This is a frontline role at Mercy, integral to our 24/7 Physician Exchange and Referral Team. Mercy is a leading healthcare organization, seeking individuals to contribute to a caring and collaborative environment where innovation, technology, and compassion shape the future of healthcare. This pivotal position provides essential communication and referral services for both the Mercy and non-Mercy medical communities, including providers, patients, and their families. Your crucial contributions will directly ensure prompt medical care and efficient healthcare coordination, truly making a difference in the lives of those we serve.

The TL;DR
• Role: Full Time
• Team: 24/7 Physician Exchange and Referral Team
• Mission: Provides essential communication and referral services to the Mercy and non-Mercy medical community.
• Tech Stack: Computers, Microsoft Office

What You’ll Actually Do
• Call Management: Answer a high volume of incoming exchange calls, serving as a critical communication link for both Mercy Integrated and non-integrated providers within the medical community.
• Inquiry Handling: Address a diverse range of inquiries originating from providers, patients, family members, various facilities, and other provider offices, requiring clear and empathetic communication.
• Emergency Relay: Provide vital after-hours emergency call relay services, ensuring critical information reaches on-call providers promptly to facilitate urgent medical care.
• Referral Coordination: Manage incoming referral calls from individuals who are actively seeking a new Mercy Primary Care Provider (PCP) or a specialty provider, guiding them through the initial steps of their healthcare journey.
• Information Dispatch: Accurately document comprehensive patient information and efficiently dispatch critical details to the appropriate on-call providers, upholding precision in medical communication and care coordination.

The Must-Haves
• Background: High school diploma or GED; Early Career
• Experience: 1 year of customer service experience is required.
• Skills: None explicitly stated as required.
• Bonus: Experience with computers and Microsoft Office.