Patient Portal Specialist

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.

PRINCIPAL JOB FUNCTIONS:

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

2. *Manipulates database reports to organize and prioritize daily work.

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

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

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

6. May assist in data collecting and reporting.

7. Performs other related duties as assigned.

Provisioning Focus

1. *Primary responsibility for provisioning patients.

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

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

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

5. Responds to or appropriately routes patient requests for copies of or amendments to their medical records; may be involved in downstream notification of accepted amendment requests.

6. May assist in monitoring activities on the patient portal.

7. Uploads transfer documents from sending facilities into the EMR.

Engagement Focus

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

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

3. Communicates with appropriate medical center staff to pass on patient care needs either observed or communicated by patient.

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

5. *Demonstrates features within the patient portal.

6. *Updates patient registration system and spreadsheet with outcomes information.

7. Reports potential duplicate or mis-matched medical record numbers.

Essential Job functions are marked with an asterisk "*".

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of health information technology and healthcare workflow.

2. Knowledge of federal, state and facility regulations, HIPAA privacy requirements and procedures related to release of information and patient confidentiality.

3. Knowledge of computer hardware equipment and software applications relevant to work functions.

4. Knowledge of health information management functions and patient medical record contents. (P)

5. Skill in the use of Microsoft Office applications and web-based applications.

6. Skill in listening for understanding and problem solving.

7. Ability to interact directly with patients in their hospital beds. (E)

8. Ability to provide high level of customer service via telephone or in person.

9. Ability to communicate effectively both verbally and in writing.

10. Ability to work independently with little supervision.

11. Ability to maintain confidentiality relevant to sensitive information.

12. Ability to prioritize work demands and schedule work to meet deadlines.

13. Ability to work in a fast-paced, highly dynamic team environment.

*E Specific to Engagement focus

**P Specific to Provisioning focus

EDUCATION AND EXPERIENCE:

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.

OTHER CREDENTIALS / CERTIFICATIONS:

None

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as light work requiring exertion up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.