Patient Portal Specialist

SUMMARY

The Patient Portal Specialist organizes and performs day-to-day activities related to the patient portal, primarily provisioning and customer support (to include assistance in account set up, and ongoing assistance with logon or access issues). Patient provisioning is the function of providing patients with access to their online health information. This position requires the incumbent to consistently maintain privacy and confidentiality of all patient health information, and ensure high levels of accuracy and attention to detail. It may also require direct interaction with patients in their hospital rooms, or via telephone or email.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

*Commits to the mission, vision, beliefs and consistently demonstrates our core values.

*Manipulates database reports to organize and prioritize daily work.

*Verifies the identity of patients requesting a portal account, and registers new patients to the Bryan Health patient portal daily.

*Assists patients in the enrollment process for the patient portal.

*Uses good listening and critical thinking to understand patient's concerns; helps patients resolve issues, if possible, or escalates appropriately when necessary.

Provisioning Focus

*Primary responsibility for provisioning patients.

*Sends welcome emails to patients who have requested a portal account.

*Responds professionally and courteously to patient requests for assistance in ongoing use of patient portal.

* Assists in identifying potential duplicate or mis-matched medical record numbers and works closely with appropriate personnel to facilitate correction.

Engagement Focus

*Visit patients in their rooms to invite them to participate in patient portal.

*Utilizes good judgement and communicates as needed with appropriate medical center staff to determine when it is not appropriate to visit a particular patient.

*Collects necessary information to provision or update the patient's account.

*Demonstrates features within the patient portal.

*Updates patient registration system and spreadsheet with outcomes information.

QUALIFICATIONS:

High school diploma or equivalency required. Registered Health Information Technician (RHIT) designation preferred. Minimum of one (1) year customer service experience related to release of information processes, patient registration or patient billing required. Minimum of two (2) years experience with Microsoft Office applications and web-based applications required.