Education/Experience:

• High School Diploma
• Minimum of two years experience in healthcare field preferred

Skills:

• Knowledge of musculo-skeletal, spine surgical diagnosis and treatment
• Knowledge of insurance and Worker’s Compensation systems
• Demonstrates excellent customer service
• Ability to manage and prioritize multiple tasks in fast paced environment
• Strong problem solving, problem prevention and decision making skills
• Ability to convey empathy
• Excellent oral and written communication skills
• Ability to maintain composure and restore calm in a stressful situation
• Uses good judgment and diplomacy when dealing with others
• Desire and ability to work in a team environment
• Computer proficient with ability to learn multiple software applications

Essential Functions:

• Help develop and maintain a corporate culture that supports the mission and values
• of Mayfield Clinic.
• Provide excellent service to internal and external customers
  • Demonstrates empathetic, helpful and courteous behavior to all customers.
  • Exhibits ability to express appreciation of the customer’s unique needs.
  • Speaks clearly, uses good grammar and uses voice inflection that communicates understanding and concern.
  • Demonstrates good listening skills.
  • Demonstrates ability to respond appropriately to patients’ fears, anxiety and anger.
  • Demonstrates ability to assure customers of Mayfield’s desire and ability to meet their needs.
  • Demonstrates ability to gain caller’s understanding and acceptance of Mayfield Clinic processes.
  • Exercises initiative, creativity and courage to act in the best interest of the patient.
• Effectively triage and process all urgent/emergent patients.
  • Coordinate with Initial Care department and surgeon offices those spine patients who relate potentially emergent or progressive neurologic symptoms. Those patients will be evaluated/triaged out of the standard review process according to the established protocol.
  • Ensure that an expedited review and or appointment is completed.
  • Communicate physician disposition and instructions to the patient in a timely manner.
• Provide initial care coordination for patients receiving pre-appointment treatment.
  • Initially review the referred patient’s diagnosis, medical history, and physician disposition and effectively communicate this information to the patient.
  • Direct patients to facilities listed on the Network Provider list when pre- appointment treatment is recommended and facilitate prescriptions to these facilities.
  • Assist physicians in coordination of care of spine patients with other health care professionals.
  • Refer patients to other community and internal resources, as necessary, Pain Management, PMR, etc.
  • Communicate physician disposition and/or patient response to recommendations to the primary care or referring physician.
  • New Patient appointment scheduling with Mayfield Clinic physicians
  • Mailing of New Patient Packet and correspondence
• Provide ongoing care coordination for patients receiving pre-appointment treatment
  • Follow-up with patient and therapists in a timely manner to discuss patient’s response to treatment, as well as obtain written progress reports
  • Communicate progress to the reviewing physician for next steps determination
  • Immediately communicate patient non-compliance with treatment recommendations to the referring physician
  • Communicate written treatment completion information to the Primary Care or referring physician if pre-treatment results in symptom resolution and patient does not require an appointment at Mayfield Clinic
• Coordinate and execute other Priority Consult responsibilities as necessary.
  • Assist in the development, documentation and analysis of program performance.
  • Serve as a clinical resource to initial care specialists, as appropriate.