The Patient Digital Ambassador (PDA) is the main point of contact for patient engagement in virtual care. The PDA is responsible for registering patients, assisting patients with registering for the ChristianaCare portal, setting up and troubleshooting monitoring technology, monitors clinical dashboards, and facilitates escalation of clinical alerts to the Virtual Registered Nurse (VRN) and/or provider as necessary. The PDA ensures timely set up of ordered services and assists the patient in navigating virtual care.
***Please note the hours of operation will be 7:00am -8:00pm, with a weekend rotation required. There will be 2 shifts: 7:00am-3:30pm and 11:30am to 8:00pm***
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Utilizing computer camera, virtually greets the patient and facilitates the virtual health registration process.
Schedules appointments with awareness of insurance and provider
Assists patient with setting up ChristianaCare portal account and provides overview of portal functions
Virtually obtains and records patient vital signs and updates the electronic health record (EHR)
Completes necessary patient-specific documentation and obtains appropriate consent for treatment.
Ensures EMR is up-to-date with all pertinent test results in preparation for visit
Enrolls patient into virtual monitoring as directed by the VRN or provider
Obtains test results from external providers and ensures appropriate placement in the EHR
Closes appropriate quality gaps in care
Works with patient and family/support person to set up monitoring device and ensures connection to appropriate dashboard.
Tests monitoring device with patient and/or support person.
Monitors clinical dashboard in accordance with established protocols and escalates clinical indicators to the VRN or provider in accordance with established protocols.
Ensures timely return of telemonitoring equipment
Answers all phone calls in a professional manner and relays accurate messages
Communicates with members of the healthcare team through electronic software, placing messages in appropriate locations in the EHR or software.
Handles patient call backs relaying information per the direction of provider
Facilitates scheduling of referrals based on patient and practice needs.
Facilitates collection of copays electronically
Facilitates scheduling of all tests, procedures and surgeries as per practice needs.
Perform clerical duties as assigned by supervisor
Performs other related duties as required
Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Associate degree in health related field required, bachelor degree preferred; or
A graduate of a recognized Medical Office Assistant Program or
Hold current Medical Assistant Certification by a national organization accredited by the National Commission for Certifying Agencies (NCCA) or the American National Standards Institute (ANSI)
2 years' experience in healthcare related field or Medical Assistant preferred
KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:
Ability to engage with patient and family in a virtual environment
Ability to utilize a headset for phone and computer communications
Highly comfortable with using camera for all virtual communications with patient, and/or patient support person(s). Camera use is required.
Knowledge of computer software
Ability to effectively operate and troubleshoot a variety of clinical monitoring devices
Ability to efficiently and effectively navigate electronic health records, and software systems
Expert ability to communicate effectively via text messaging
Ability to constructively collaborate with a variety of healthcare professionals
Knowledge record vital signs
Knowledge of medical terminology
Knowledge of Medicare, Medicaid, and third party private payers
Ability to help patients navigate referrals and follow-up testing
Ability to organize and complete various tasks simultaneously
Ability to apply good oral and written communication skills
Knowledge of physician office systems and practices
Ability to adhere to HIPAA and all privacy regulations.
Maintains confidentiality of workplace & patient information
For Medical Assistants only: Medical Assistant certification by a national organization accredited by the National Commission for Certifying Agencies (NCCA) or the American National Standards Institute (ANSI) required if working in state of New Jersey.
EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.