This is a fully remote role within the contiguous United States. It is part time (20 hours/wk. and temporary with the chance of extending).
Position Purpose & Focus
The Consult Routing Specialist is responsible for reviewing and routing consult requests created by clients (the primary care provider) to the Sitka Medical Associates (SMA) specialist who will respond to the request. The Consult Routing Specialist is responsible for ensuring all consult requests are complete and contain all required pieces of information. Additionally, the Consult Routing Specialist responds to questions and other issues from Sitka clients, internal Sitka team members, and SMA specialists.
The Consult Routing Specialist is responsible for ensuring that the contract Service Level Agreements (SLA) are met and escalating cases to management if processing is delayed.
Essential Duties & Responsibilities
- Monitor the consult routing dashboard and email notifications for new referrals
- Review the video consult request for accuracy and completeness prior to routing to the SMA specialist
- Route complete video consult to the appropriate specialist based on scheduling and primary/secondary status
- Review email notifications for updated information that requires action by the Consult Routing Specialist
- Identify issues within a video consult request that require additional information and submit support tickets to obtain needed information
- Track complete and in-process video consults per current policy and procedure
- Complete video tracker and complete video summaries per current policy and procedure
- Track physician trends to identify gaps and opportunities for improvement
- Track consult addendums for accurate billing per SLA for customer per current policy and procedure
- Maintain familiarity with current customer requirements, policies, and procedures of Sitka, Inc.
- Respond to support desk tickets
- Respond to customer chats within the Sitka application
- Other duties as requested
Qualifications | Competencies | Success Factors
Qualifications:
- H.S. diploma or equivalent required
- Experience in a healthcare setting
Competencies:
- Computer literacy
- Medical terminology
- Working knowledge of business office solutions (Google, Word, Excel, etc.), with keyboarding skills sufficient for efficient performance of these activities
- Problem-solving skills
- Ability to work collaboratively
- Well-developed communication and interpersonal skills
- Ability to perform a variety of duties characterized by frequent change
- Strong organizational and time management skills
- Detail oriented
- Self directed
- Role model with positive and respectful attitude
- Familiarity with HIPAA guidelines
Success Factors
- Excellent customer service skill set
- Ability to build strong relationships
- Technically savvy
- Internally motivated
- Ability to establish, maintain and meet deadlines
- Highly self-motivated; takes initiative
- Proactive - identifies and resolves issues; accountable
- Has a strong sense of urgency and follow-up with attention to detail
- Ability to work in a fast-paced growth environment which requires prioritization and the ability to multitask
- Ability to collaborate and work effectively as a team
- Self-starter possessing a can-do attitude
KPIs | Metrics
- Consults assigned within prescribed time
- Minimal operations-driven consult reassignments
- Chat responded to in prescribed times
- Help desk tickets closed out within prescribed time
