Care Connections Specialist I

Care Connections Specialist I 

Location: Remote (Candidates must reside in the Triad area)
Schedule: 2:45pm - 11:15pm | 5 days a week | Rotating Weekends & Holidays

Training: Initial onsite training required before transitioning to a fully remote schedule

At Novant Health, Care Connections Specialists serve as the first point of contact for patients seeking support when their clinic may not be immediately available. In this role, you’ll help patients navigate their healthcare needs by answering incoming calls, gathering important information, coordinating with clinical teams, and ensuring patients receive the right level of care.

Whether a patient needs an appointment, guidance for symptoms, or connection to a nurse or provider, you’ll help ensure every call leads to the right next step. Your calm presence and attention to detail help patients feel supported while ensuring urgent needs are quickly escalated to the appropriate clinical team.

• Education: High School Diploma or GED, required.
• Experience:Minimum six months experience in customer service or customer relations, required. Experience working in a call center or medical setting, preferred.
• Additional Skills (required):Excellent interpersonal and verbal communication skills to provide “remarkable” customer service. Requires excellent organizational, problem solving and critical thinking skills. Requires the ability to organize and prioritize work in a stressful environment, be detail-oriented, and have excellent time management. Must be able to interact with individuals of all cultures and levels of authority. Requires the ability to maintain confidentiality. Must be able to work independently within a team setting. Team player who is positive and self-motivated. Ability to successfully complete generic and department-specific skills validation and competency testing. Computer proficient in Microsoft Office, with the ability to multi-task, working in a variety of software and internet platforms while conversing with a consumer and documenting information. Ability to use a variety of software packages to produce correspondence and documents and maintain presentations, records, spreadsheets and databases. Active learner able to adapt priorities in a change-ready, fast-paced environment.
  
• Additional Skills/Requirements (preferred): Knowledge of basic medical terminology preferred. Knowledge can be obtained through formal classes or work experience. Working knowledge of electronic medical record systems preferred.

• Answer incoming calls on behalf of Novant Health clinics and support patients both during and after clinic hours.

• Gather patient information and determine the appropriate next steps within established guidelines.

• Schedule appointments and assist patients with accessing care within the Novant Health system.

• Document patient concerns and route messages to clinics, providers, or support teams as appropriate.

• Collaborate with after-hours triage nurses when patients report symptoms requiring clinical review.

• Arrange nurse callbacks or connect patients with immediate nursing support when urgent needs arise.

• Assist patients with registering for Novant Health classes and programs, such as maternity education.

• Support registration for community health events, including vaccine clinics and screening events.

• Answer specialized support lines (risk management, patient complaints, exposure lines) and ensure information is routed to the appropriate team for follow-up.