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Providence Health & Services Digital Access Center Agent PSJH - in Seattle, Washington


Providence St. Joseph Health is calling an Digital Access Center Agent PSJH to our location in Seattle, WA.

We are seeking an Digital Access Center Agent PSJH provide tier 1 technical and clinical support services to a network of facilities, institutes, hospitals and physicians 24x7. As they do so, they foster and nurture relationships with providers, vendors, and a variety of stakeholders. Technical and clinical support include resolving technical issues (real-time), supporting acute inbound calls and transfers, and providing research for our Telehealth clinical staff. This position is part of the Enterprise Telehealth and Patient Engagement Center team, which provides high-touch, personalized assistance to providers and stakeholders across Providence St. Joseph Health regions and provider networks.

The Caregiver performs all duties in a manner that promotes Providence St. Joseph Health's mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.

Important: As the Digital Access Center operates 24x7, 365 days a year, Caregivers are required to work any shift based on the needs of the department.

This is a night shift position, 10pm to 9am with Wednesday Thursday and Friday off.

In this position you will have the following responsibilities:

  • Develops strong understanding of healthcare services and networks and answers a wide variety of related provider, stakeholder and technical support questions

  • Responds to physician and stakeholder requests via phone, internal communications (Skype), and email

  • Asks probing questions to quickly resolve technical support issues; or immediate escalate to escalation team(s)

  • Leverages Epic to create patient profiles for acute platforms

  • Acts as "support liaison" between providers and facilities during acute calls and remains on the line as required to address any technical concerns

  • Serves as the ongoing liaisons for providers as required;

  • Educates referred patient about travel directions, parking information, dining and lodging near clinical services

  • Creates technical support tickets and provides follow up to completion

  • Leverages online and internal resources as needed to address any technical or clinical request (Google, internal systems, Salesforce etc.)

  • Becomes knowledgeable of DAC processes and technology, including a phone system, health information system (Epic), and customer relationship management (CRM) system, etc.

  • Performs the work required to provide first call resolution (FCR) to providers' and clinical staff's needs internally

  • Communicates effectively via phone, e-mail, chat, instant message, etc.

  • Documents all calls to ensure accurate data collection and issue tracking

  • Participates in department continuous quality improvement processes, and takes ownership for ongoing performance development

  • Maintains a sense of pride and ownership for the program and care of each provider or stakeholder

  • Maintaining a positive, empathetic and professional attitude toward customers at all times.

  • Communicates and coordinates with colleagues to get answers or assistance when necessary.

  • Responds promptly to patient and physician office referral requests or inquiries via phone, fax, online.

  • Maintains confidentiality of all interactions.

  • Other duties as requested.


Required qualifications for this position include:

  • Bachelor's Degree or Equivalent edu/experience

  • 2 years technical support & customer service experience, preferably in a health care environment

  • 2 years experience interacting with and engaging customers virtually over the phone

  • Highly developed service and exceptional communication skills, including a personable, professional presence over the phone

  • Ability to be patient and maintain a professional, calm, and appropriately empathetic demeanor when working with patients that may have serious health needs

  • Demonstrated proficiency of computer skills and use of clinical and office software applications, including a phone queue system

  • Ability to manage multiple priorities and tasks in a fast-paced environment

  • Ability to learn new processes, a complex delivery system, and technology quickly, and aptitude for continuous change and department growth

  • Detail oriented and thorough

  • Ability to develop and maintain strong, positive working relationships with team members, leaders, clinic staff, and other partners.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Night

Job Category: Project & Program Management (Non-Clinical)

Location: Washington-Seattle

Req ID: 251420