Position Summary
Assists in activities related to the direct interaction with contracted physician offices, taking in-bound and making out-bound calls as the position requires. Ensures that timely and effective customer service expectations are met and/or exceeded at all times. Works toward and assists in the achievement of individual, team and department goals. This requires regular consultative contact with every contracted physician offices in a designated territory to build rapport, generate new patient membership, increase and maintain assigned provider accounts, and service assigned accounts.
Essential Responsibilities
Develop and maintain physician specialist panels to increase and retain membership, promote PCAC brand, and service physician offices in a specific territory as defined by Executive team, this requires face to face consultative contact with every physician office.
Document all physician office interactions and other pertinent information in applicable databases to provide an accurate record of physician encounter history.
All field staff must document activity immediately after the visit via ZOHO CRM system.
Works closely with physician offices, other teams, departments and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for existing and prospective physicians.
Maintain a 90% AHA Completion rate.
Facilitate and execute Health Plan and PCAC specialist programs.
Contract specialist in designated region per providers request with-in indicated time frame.
Physician Liaisons are required to service the assigned accounts associated with HEDIS, Membership, RAF.
Coordinate with coding team to conduct chart audits, provider education to result in RAF score increase within appropriate time frame.
Report issues or concerns regarding provider offices and members in a appropriate time frame.
Attend all meetings, conventions, seminars, and training programs as instructed by Executive team.
Respond in a professional fashion to physician office concerns, executing follow up actions to ensure physician office issues/opportunities are communicated to appropriate departments.
Maintain accountability for adherence to company and divisional organization policies and procedures.
Participate in special projects and perform other duties as required.
Qualifications
Physician Liaisons are required to make a minimum of 25+ physician office visits per week. Every physician office within designated territory is to be visited in a rotational fashion, and visits may be subject to planning in advance under direction of Executive team.