Cerner Portal Optimization Consultant

The Lead Patient Portal Specialist (PPS) is a highly experienced and knowledgeable member of the Patient Contact and Communication Center who will handle contacts and perform additional duties to ensure the optimal functioning of the department throughout the day. With minimal supervision, the Lead PPS will be the first point of escalation. Under the direction of the Supervisor, the Lead will consulting to help optimize the existing Cerner Portal application. A successful Lead PPS strives to assist patients upon first contact and resolves questions regarding patient portal accounts according to organizational guidelines. The Lead will assist the PPS in serving as the first level of portal support and to resolve technical issues according to defined protocols, ensures resolution, and escalates to management when appropriate.

The Ideal Candidate

• Previous high volume call center or other telephone-based customer service experience highly desired.
• Experienced with Cerner Portal implementation experience
• Experience gathering requirement and providing workflow design for Cerner Portal optimization.
• Comfort with learning new technical applications and working within different computer systems.
• Knowledge of medical terminology appropriate to transcribing and communicating patient concerns with clinical teams.

Responsibilities:

• Communicate with patients and staff using Cerner's Message Center, Microsoft Office, specific online chat applications and computer software.
• Work cooperatively with fellow department members to achieve team goals
• Accurately gathers information to appropriately troubleshoot, and covey, technical issues on behalf of the patient and families that are attempting to access and/or navigate the patient portal.
• Follow up and escalate, when necessary, within the specified time-frame and work with management to reach resolution.
• Stay abreast of technical changes and outages that may impact an end user’s patient experience.
• Provides trouble-shooting, coaching and service recovery as needed.
• Serves as portal support subject matter expert for escalation of unresolved issues.
• Accurately enter information obtained during calls into databases as the call is being processed.

Additional Skills required:

• Demonstrated consistent professional and positive demeanor with emphasis on attention to detail, organizational skills, critical thinking, and ability to remain flexible.
• Demonstrated leadership aptitude and collaboration with colleagues.
• Excellent verbal (voice quality, grammar, and articulation) and written (grammar, spelling, accuracy) communication skills, to include active listening.
• Strong interpersonal skills.
• Accurate data entry skills, including strong keyboarding {typing) skills.
• Ability to follow policies and procedures, but to also apply judgment when needed.
• Able to multi-task and maintain patience and composure {with customer service etiquette) in stressful situations. Ability to work with minimal direction in an environment with background noise and activity.
• Ability to thrive in a fast-paced environment while maintaining strong communication, interpersonal, conflict management, telephone etiquette, and customer service skills.
• Must consistently be a team player.
• Proficiency with computer/technical terminology to understand and efficiently answer support questions, while being able to convey technical information to non-technical individuals.
• Must show discretion and judgment in handling confidential information and patient requests.

Job Type: Contract

Schedule:

• Monday to Friday
• On call

Experience:

• Cerner Patient Portal: 3 years (Required)

Willingness to travel:

• 50% (Required)

Work Location: Hybrid remote in Pomona, CA 91767