Spira Care is a new kind of integrated healthcare offering in the Kansas City market designed by Blue Cross and Blue Shield of Kansas City. Spira Care is a healthcare offering that has been designed to put patients first and to give care professionals a place where they will really see the difference they make in people’s lives. Spira Care is looking for professionals willing to bring a new way of thinking and a new drive to their careers as a part of the Care Teams supporting our new state-of-the-art Care Centers.

The Care Guide Advocate will face the daily challenge of living up to a high standard for the patients Spira Care serves and will have the opportunity to elevate their professional experience with a leadership team that is driven to inspire progress for Spira Care patients and the community. Working within Spira Care’s integrated model of care and insurance, Care Guide Advocates will gain a new perspective and appreciation of the role healthcare has in the lives of Spira Care’s patients.

Spira Care teams are made up of professionals who are open and collaborative, always looking for new ways to solve problems so that patients can receive an improved care experience. Spira Care is looking to reward professionals who will not just work at Spira Care, but who will embrace its great possibility by creating its future. Care Guide Advocates must be obsessive about infusing “care” into “healthcare” by helping our patients utilize Spira Care.

The Care Guide Advocate is an integral role within the Care Team who will fulfill key patient-experience responsibilities by managing patient interactions at Spira Care from the moment they walk in the door and assist patients with navigating through the complexities of insurance benefits and healthcare to make the experience simple, personal and transparent. They will effectively leverage a myriad of skill sets to provide the patient a seamless healthcare experience, blending administrative, educational and customer service functions.

• Provide a high degree of customer service and professionalism when interacting with patients in person, by phone or email; ability to emphasize with patients and diffuse difficult situations professionally and in a caring manner.
• Checks patients in and out for appointments/services; ensures follow-up appointments are scheduled at the appropriate interval. Works through assigned EMR inboxes.
• Assists patients with completion of paperwork upon registration. Notifies the appropriate staff member and assists the patient in being seen in a timely manner.
• Manages projects, competing priorities and deadlines to ensure project timelines are met and patients receive information in a timely manner.
• Assist Care Guide RN with care coordination including pre-visit planning, clinical pathway adherence, care gap identification and management, ER/inpatient discharges, transitions of care in conjunction with clinical team collaboration.
• Ensures accurate and complete information within electronic medical records system; assists with uploading medical records or forms to patient’s chart in an accurate, timely and compliant manner.
• Protect/observe patient privacy and confidentiality, per external regulatory requirements (HIPAA) and internal policy and procedure.
• Ensure front desk and lobby area remain neat and organized; responsible for restocking supplies, disinfecting furniture/toys, and resetting conference room.
• Maintains confidentiality of all regulated information in compliance with state and federal laws; Reads, understands and follows medical policy and all corporate, divisional and departmental policies and procedures. Including but not limited to: Protected Health Information (PHI), Personal Identifiable Identification (PII). Meets individual quality performance standards and annual targets for program performance as mutually agreed to by management team to maximize program value. Ensures compliance with applicable URAC and NCQA accreditation guidelines and state and federal regulations.

• High School diploma or equivalent education.
• 2-3 years customer service
• Strong computer skills and experience with Electronic Medical Record systems. Intermediate knowledge of Microsoft Windows applications.
• Exceptionable verbal communication skills.
• Ability to work effectively in a fast-paced environment with competing priorities.
• Ability to effectively present information and respond to questions from groups of managers, members, external resources, and our patients.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and action plans.
• Ability to work with a variety of member tools/applications used to access and document health and basic insurance information and support member interactions thru various communication channels (phone, chat, email, etc.).
• Ability to work effectively in a fast-paced environment with competing priorities.
• Annual flu immunization. TB completed by first day worked.

• Experience in healthcare.
• Experience with Athena Health EHR.
• 3+ years of experience in a medical office.