Providence Health & Services Digital Access Center Agent PSJH, Overnight Shift in Seattle, Washington
Providence St. Joseph Health is calling a Digital Access Center Agent PSJH to our location to work remotely within our footprint states: AK, CA, MT, OR, TX and/or WA.
We are seeking a Digital Access Center Agent PSJH who will 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.
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.
Shift: Overnight (8pm - 7am) (may include weekends)
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.
Required qualifications for this position include:
Bachelor's Degree or equivalent education/experience.
2 years Technical support and customer service experience, preferably in a healthcare environment.
2 years Experience interacting with and engaging customers virtually over the phone.
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 —http://www.providenceiscalling.jobs/rewards-benefits
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
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.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. 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.
Job Category: IT Operations and Support
Other Location(s): Montana, California, Washington, Oregon, Texas, Alaska
Req ID: 326966