Care Coordination Team Member - Tennessee Eye Care

Responsibilities

Tennessee Eye Care, a division of Summit Medical Group has an opening for a Care Coordination Team Member which is responsible for answering inbound calls, emails and online appointments for the various TEC practices including, Optometry, Ophthalmology and others within TEC. This role will handle all patient inquiries regarding scheduling/rescheduling, follow up calls, patient question/concerns regarding medication refills, insurance verification and other activities.  This is a full time opportunity. 

Examples of Duties (List does not include all duties assigned)

• Communicate with patients and staff using multiple advanced communication tools, including phone calls, online chat, email, fax and postal mail.
• Answer and resolve patient inquiries in a professional, empathetic, and patient-centered manner.
• Utilize established practice guidelines to ensure patient issues are addressed in a timely manner and when necessary, transfer calls to appropriate person at practice for additional consultation.
• Uses computerized scheduling system to schedule/reschedule appointments determining the right amount of time required for each patient appointment.
• Provides accurate and detailed information, updates patient records using the different management information systems at TEC.
• Sends detailed confirmation to the patient detailing when and where the appointment will be, providing directions, as well as instructions for any labs or imaging.
• Assists patients with completing authorizations, managing and coordinating referrals and assisting with prescription refills.
• Identifies opportunities to improve the work processes, environment, and changes in practice protocols, remains current on new developments in healthcare.
• Escalates appropriately any issues that fall outside of an existing protocol or process to meet the needs of the patient.
• Attends scheduled training sessions for phone support, customer service, system upgrades, newly acquired clinical systems, or other relevant training sessions, as directed by the manager.
• Assists in the training/orientation of new personnel under the direction of a manager and/or supervisor.
• Participates in staff meetings and is expected to identify process issues that are obstacles to providing a positive patient experience.
• Maintains strictest confidentiality both internally and externally.
• Adheres to expectations of the established corporate compliance plan.
• Actively participates in site-level Quality Improvement Activities. Each employee will contribute to the continual evaluation site performance as well as the implementation and measurement of improvement activities that increase the quality of care provided to patients.
• Offer assistance and floating to help other team members as needed.
• Performs related work as assigned.

Qualifications

Education     High School Diploma or GED required, vocational or college credits preferred.Experience     Clinical experience preferred. Insurance company/managed care, call center, procedural, and customer service experience                preferred.

Overview

Summit Medical Group is East Tennessee’s largest primary care organization with more than 415 providers at 87 practice locations in 19 counties. Summit also consists of four diagnostic centers, mobile diagnostic services, eight physical therapy centers, four express clinics, central laboratory, and sleep services center. Summit provides healthcare services to more than 370,000 patients, averaging over one million encounters annually. For more information, visit www.summitmedical.com

In addition to our commitment to the health of our community, our organization is also committed to the health of our employees through our employee Wellness Program.  Employees receive a discounted monthly insurance premium if they actively participate in the wellness program. Pre-employment drug testing will occur prior to starting work and only candidates who pass the drug test will be considered eligible for employment.