Patient Portal Representative - MyMichigan Health

Summary:

This position provides friendly, professional and efficient telephone answering, call directing, and customer service regarding MyMichigan. Is responsible for and performs various data entry/registrations in conjunction with the patient portal and EpiCare Link.

Responsibilities:

(50%)*Answers and returns phone calls in a prompt, professional and courteous manner utilizing excellence in telephone etiquette and interpersonal skills to promote usage of MyMyMichigan (patient portal) and EpiCare Link (independent providers) and promote excellent customer relations with MyMichigan Health. Manages MyMyMichigan emails in the same manner.

 

(30%)*Review Epic Inbasket Messages; answering/forwarding failed messages to the correct office to include Rx requests, Pt Advice requests, Pt Schedule, Pt Questionnaire, and Pt CRM requests. Completes Pt Activation Code requests and EpiCare Link Inbasket signup requests.

 

(10%)*Problem solves assigned HEAT tickets for MyMyMichigan and EpiCare link. Also problem solves undeliverable email addresses.

 

(10%)*Completes mailed/faxed/interoffice Proxy forms.

 

 

OTHER DUTIES AND RESPONSIBILITIES:

Provides excellent service by maintaining positive relations with all customers.

 

Serves as a resource for MyMyMichigan (patient portal) and EpiCare link for our independent providers.

 

Promotes process improvement and communicates with manager or supervisor regarding effectiveness and efficiency of work procedures.

 

Attendance at community events such as health fairs, senior expos, etc. for MyChart portal promotion.

 

Other duties as assigned.

 

MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft Windows.

 

An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Certifications and Licensures:

N/A

Required Education:

High school diploma or GED is required

Other Information:

EXPERIENCE, TRAINING AND SKILLS:

EpicCare Link Certification will need to be acquired.

 

Strong interpersonal and communication skills; organizational skills;ability to work independently or as a team; computer experience, excellent customer relation skills.

 

Successful completion of MyMichigan Health and affiliate specific orientation. Successful completion of new hire competency.

 

Knowledge of reading, writing, mathematical, word processing, and computer skills in order to efficiently complete daily tasks.

 

Ability to operate all office equipment including: computer, printer, photocopier, facsimile machine, multi-line telephone, and calculator.

 

Knowledge of medical office practices, medical terminology, and policies and procedures as normally acquired through 1 year experience working in the health field.

 

Ability to multi-task and work under pressure of deadlines, changes in schedules, and office routines.

 

Ability to recognize the needs and concerns of people and possess interpersonal skills needed for effective verbal and written communication in the English language to interact with people individually and in a group at all levels.

 

Ability to work independently, demonstrating problem solving and organizational skills, time management skills and initiative.