Outreach Support / Call Center Coordinator

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

General Summary Statement

Position is primarily responsible for answering and responding to all incoming calls on the Wellness and Physician Referral Line for class registration and/or physician referral needs. Position will also provide administrative support for the Department’s administrative needs for programs and outreach events.

Essential Duties and Responsibilities

1. Call Center/Physician Referral Line

a. Cover incoming calls on the physician referral/wellness line during scheduled hours of operation.

b. Provide physician/healthcare referrals for practices affiliated with Chester County Hospital and/or other Penn Practices. Provide outside referrals as needed.

c. Provide excellent customer service.

d. Maintain daily statistics on call volume and reason for calls.

e. Manage after-hours and/or inclement weather voice mail and return messages.

f. Assist in development and updating of department policies that pertain to the Call Center.

g. Meet with Physician Liaison Director on a quarterly basis to maintain up to date data base of health care providers.

2. Wellness Programming

a. Utilize the Trumba System to register clients for wellness programs.

b. Maintain excel rosters for clients not registered in the Trumba System.

c. Insure that registration information in the Trumba system is accurate and matches information in Outlook Wellness Calendar.

d. Send email program reminders/links to registered participants and presenters, documenting all communication in Outlook Wellness calendar.

e. Maintain daily statistics on community participation in outreach events/programs, and program quality data.

f. Assist department in meeting bimonthly promotion deadlines by gathering needed information, confirmations, room/zoom reservations, etc. to finalize program details.

g. Assist with editing and creations of calendar and promotional materials and flyers as requested.

h. Attend outreach programs and host virtual presentations as requested.

i. Meet with team members weekly to review calendar needs and requests.

3. Speaker’s Bureau

a. Assist with all Speakers Bureau requests related needs as requested.

b. Assure Wellness Outlook Program Calendar is up to date with all needed information about each speaking engagement or event (email correspondence, request form, letters/emails of confirmation, contact information, address, directions, and any specific details of importance).

c. Send reminder emails and/or phone call to attendees, speakers and requestors prior to the scheduled date (usually 2 business days before and day of event).

4. Administrative Support

a. Assist with outreach preparation (ex. preparing packets for programs, updating presentations and handouts, copying materials, zoom/room scheduling, ordering supplies etc.)

b. Order supplies as needed.

c. Receive and fulfill requests from orthopedic practices for pre-surgery patient booklets.

5. Other Program Support

a. Assist Childbirth Coordinator in registering, processing and refunding credit card payments for childbirth classes.

b. Prepare daily deposit and provide to hospital cashier. Send monthly report of all deposits to Director.

c. Reviews report in Epic for scheduled Joint Replacement surgeries and calls and/or emails potential participants to register for Joint Replacement class prior to scheduled surgery date.

d. Prepares and sends rosters and zoom log in information for all Joint Replacement classes to instructors.

Education, Training and Experience

Bachelor’s Degree in any health related area preferred; 1-3 years of experience in a customer service environment; proficiency with Microsoft Outlook, Excel, Word, and Power Point essential; high level of organization needed; good understanding of medical terminology.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.