• Central Provider Relations Specialist

    Job Locations US-TN-Nashville
    Category
    Care Center
  • Overview

    Aspire Health is the nation’s largest community-based palliative care provider. Aspire specializes in providing an extra layer of support to patients facing a serious illness through an ambitious palliative care program focused on caring for patients in their homes and outpatient clinics.  Aspire’s clinicians are experts in providing patients with relief from the symptoms, pain, and stress of a serious illness; helping patients and caregivers navigate the healthcare system; guiding patients and caregivers through difficult and complex treatment choices; and providing emotional and spiritual support to patients and their families.

     

    The Central Provider Relations Specialist acts as the primary Care Center point of contact for our internal and external strategic partners. The position is responsible for professional multi-channel communications, timely completion of queue based work as well as individual work to achieve varying strategic partner based requirements and objectives.   

    Responsibilities

    • Provide professional written and verbal communications and accurate documentation
      • Professional telephone interactions with the ability to quickly connect with and obtain relevant patient contact information
      • Confirmation of receipt of referral and timely status updates to referral sources
      • Accurate documentation in our system on all interactions to ensure next step of value chain can be executed by internal partners
    • Manage incoming Direct Referrals from our strategic partners (physician, health system, health plan). This work is primarily generated by web-based portals, inbound emails, faxes telephone calls
      • Accurate data entry and electronic insurance verification as well as following internal protocols and guidelines to enter full and complete information
      • Constantly assessing for potential process and technology improvements
      • Timely and professional feedback to referral source upon receipt and entry of referrals
    • Assessment of difficult to schedule patients and determination of next steps
      • Engagement with internal teams and external referral sources to help facilitate timely scheduling and appropriate disposition of direct referrals
      • Appropriate, timely and professional communication and documentation
    • Conduct queue based Patient Research work to obtain updated and accurate patient contact information to facilitate scheduling
    • Primary ownership of all Care Center strategic partner related collateral. This includes all patient and physician mailing documents, referral forms and all other partner specific items
    • Work individually and as part of a team to manage work queues for both inbound emailed and faxed referrals and outbound patient contact (Research) information
    • Demonstrate a high level of professionalism and continuous improvement while working in a fluid environment
    • Work collaboratively and efficiently with other corporate and field based team members to ensure patients and referral sources receive exceptional service
    • Provide ongoing customer service and ability to clearly articulate the mission of Aspire to referral sources and partners as questions arise
    • Complete ongoing training and coaching programs for further skills development
    • Perform miscellaneous job-related duties as assigned
    • Regular attendance is an essential function of the job

    Qualifications

    • An exceptional customer service orientation featuring a positive, compassionate, and professional demeanor with each interaction
    • Previous experience and success in exceeding individual and team goals
    • Ability to organize and execute multiple streams of work and meet daily and weekly productivity goals
    • Ability to focus on individual tasks for intermediate periods of time
    • Remains positive and keeps forward momentum when faced with challenges and conveys that attitude to the team and to colleagues
    • Demonstrates short and long-term persistence in meeting objectives and personal development
    • Embraces change and constantly stretches one’s comfort zone in the spirit of constant improvement
    • Excellent verbal communication with an uplifting, and personable manner with outstanding phone etiquette  
    • Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
    • Working knowledge of the healthcare industry is strongly preferred
    • Excellent data-entry skills and proven ability to navigate multiple computer screens
    • Basic excel skills
    • Bilingual is a plus
    • Bachelor’s degree in either a business or health science field preferred or at least 3-4 years of comparable work experience
    • High school diploma required
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    •  While performing the duties of this job, the Central Provider Relations Specialist is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms

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