Communications Generalist- Lynchburg General Hospital/Part-Time Nights

About the role

A Communication Generalist manages incoming communications and coordinates patient-care logistics across the health system. The role serves as the central point for patient appointments, transportation requests, and related administrative tasks, ensuring timely, accurate, and efficient service delivery.

Responsibilities

• Serve as the central hub for patient appointments, transportation, and related communications, ensuring timely, accurate, and efficient service.
• Receive, assess, prioritize, and manage incoming calls, written requests, and electronic communications related to patient scheduling, transportation, and administrative needs.
• Coordinate directly with physician offices, clinics, and healthcare facilities to schedule patient appointments and arrange appropriate transportation.
• Oversee the internal transport dispatch system (Capacity Management), monitoring patient flow, optimizing resource allocation, and ensuring operational efficiency.
• Perform transport pre-registration and billing, including obtaining prior and post authorizations for all non-Medicare B transports, and entering authorization and billing data into the system to support accurate claims processing.
• Monitor, track, and escalate complex or high-priority transport and scheduling issues, ensuring timely resolution and communication with appropriate leadership.
• Communicate operational or clinical questions, escalations, and workflow challenges to the Dispatch Supervisor/Manager, Nursing Supervision, Shift Lead, and/or Flow Coordinator as needed.
• Maintain documentation and data entry in accordance with regulatory, compliance, and accreditation standards, including HIPAA and organizational policies.
• Collaborate with multidisciplinary teams and external agencies to ensure seamless coordination of patient care and transportation services.
• Identify workflow inefficiencies, potential risks, or system gaps and recommend process improvements to leadership.
• Participate in quality improvement initiatives, policy development, and process optimization related to transport, scheduling, billing, and communication workflows.
• Maintain call quality and customer service standards in the call center.
• Maintain strict confidentiality of all information, including financial, operational, employee, human resource, healthcare, and patient data.
• Perform other duties as assigned.

Requirements

• High School Diploma, GED, or equivalent.
• Must obtain CAC (Certified Ambulance Coder) certification before the end of orientation.
• Knowledge of and compliance with HIPAA, EMTALA, ADA, and other applicable regulatory and accreditation standards.
• Ability to maintain strict confidentiality and professionalism in all patient-related and operational communications.
• Strong critical thinking, problem-solving, and decision-making skills, with the ability to prioritize and manage multiple high-acuity situations independently.
• Excellent verbal and written communication skills, including the ability to convey clinical and operational information clearly to multidisciplinary teams and external partners.

Pay

$16.22 - $23.52 / hour