intake and triage specialist - San Francisco, CA , USA, United States - Leadstack Inc

Description

Job Details:
LeadStack Inc. is an award-winning, one of the nation's fastest-growing, certified minority-owned (MBE) staffing services provider of contingent workforce.

As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.

Job Title:
Triage & Intake Center (TIC) Specialist


Location:
Remote (candidates
must be local - first 3-5 days onsite for training and equipment pickup) San Francisco, CA 94143.

Pay rate: $28.56/hr


Duration:
3 months +


Shift: M-F 8:30 AM - 5:00 PM PST



REMOTEFirst 3-5 days onsite for training & equipment pick up (CA Experience in a high-volume call center required. Experience with Epic, RL Solutions and Cisco Soft phone desired. Excellent active listening skills and strong abilities to hear key components of patient feedback in order to effectively triage complaints and/or grievances. Excellent customer service and communication/interpersonal skills, both over the telephone, email and

The Triage & Intake Center (TIC) Specialist is responsible for representing Patient Relations as the public face of the Department and works closely with administrative leadership, and complaint/grievance Mediation & Support Specialists.

The TIC Specialist provides support to all callers, inputs callers' feedback details into RL Solutions database, triages cases to Mediation & Support (M&S) Specialists or handles simple cases independently.

In addition, the TIC Specialist deescalates callers when required, uses judgment to transfer calls requiring immediate escalation, and supports team members through stressful interactions with patients.

The TIC Specialist adheres to client House and Telephone Standards and is sentivie to the needs of patients, staff and providers at all times.

The TIC Specialist is a team player who works closely with others and is flexible in dealing with the changing priorities of a very busy department.

They are a self-reliant individual who synthesizes their knowledge of department and Health operations in order to problem-solve, prioritize and facilitate complex transactions in the course of their daily activities.

This position requires significant maturity and poise and makes a difference for patients and families in all Health settings, inpatient, outpatient, and ancillary, by ensuring the smooth intake of patient feedback, including complex complaints and grievances, as well as compliments, requests for assistance, and staff and physician consultation requests.

The TIC Specialist upholds Patient Rights and Complaint and Grievance Policy by remaining neutral, courteous, and professional.

This position reports to a Manager of Patient Relations and is responsible for representing the department to internal and external customers.

Provides day-to-day functional support to call center agents, and guidance to patients seeking Patient Relations' services.

This position may be involved in orienting and training new staff, providing input for implementation of new protocols for TIC.

Excellent interpersonal communication skills are necessary. The TIC Specialist must model PRIDE values at all times, as well as demonstrate active listening, non-judgmental responses to patient and family complaints, de-escalation techniques, and have the ability to handle and find compassion and empathy for patients and others who are suffering from complex medical situations, including those with mental health concerns.


Respects Patient Rights and privacy. Assists with database and phone systems which are vital to supporting the department and the Medical Center. Supports all functions of the TIC within the fast-paced department of Patient Relations. Role models excellent interpersonal communication, mediation, conflict management, and problem solving skills with a focus on teamwork and collaboration in order to reach the goal of maximum patient/family and staff satisfaction.

Identifies, initiates, and participates in appropriate improvement activities.

To know more about current opportunities at LeadStack, please visit us at

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Best,

Lead Recruiter

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D.

A.
611 Gateway Blvd, Ste 120

South San Francisco, CA 94080

W.