CARE CENTER AGENT at Independence Health System in Pennsylvania

**FULLY-REMOTE OPTION UPON IN-PERSON/ONSITE TRAINING**

The Care Center Agent acts as the first point of contact for patients to meet their needs for information, support, and assistance by phone. The Care Center Agent is responsible for scheduling office appointments utilizing exceptional customer service skills to gain an understanding of the patient’s needs. Responsible to obtain accurate demographic information and verify proper insurance information. Additional responsibilities may include data reporting and obtaining referrals and authorizations.

Education Minimum: High School Diploma or equivalent Preferred: Medical Terminology

Registration/Certification/Licensure: N/A

Experience: Minimum: Proven basic computer skills and ability to type 35 words per minute. Preferred: One year experience in a switchboard, medical practice, or call center.

Other Requirements: N/A

Status: Non-Exempt

Physical Requirements: The following frequency definitions apply to all Physical Requirements unless otherwise noted: Occasional: (0-1/3 of day , 0 - 2.5 hrs/day, 1 - 4 reps/hr) Frequent: (1/3 -2/3 of day , 2.5 - 5.5 hrs/day, 5 -24 reps/hr) Constant: (> 2/3rd of day , > 5.5 hrs/day, > 24 reps/hr)

NOTE: An asterisk (\*) indicates that the item is an essential function.

Non-Material Handling Standing - Remaining on one's feet in an upright position remaining stationary - N/A Walking - Remaining upright on one's feet, and moving about - OCCASIONAL Sitting* - Body remains in a seated position - CONSTANT Stooping - To bend the body downward and forward by bending the spine at the waist - N/A Bending - To flex the upper body forward - N/A Twisting* - To rotate the upper body forward - OCCASIONAL Climbing - To move the body in any direction on equipment or structures that do not include stairs or ladders - N/A Ladders - To ascend and descend ladders - N/A Stairs - To ascend and descend stairs - N/A Kneeling - To move the body downwards and come to rest on both hands and both knees - N/A Squatting - To move the body downwards by bending both knees - N/A Crouching - To bend the body forward and downward by bending the spine and the legs - N/A Crawling - To move the body forward or backwards on hands and knees - N/A Reaching Horizontal* - To extend the arms and hands outward, remaining under shoulder height - CONSTANT Reaching Overhead - To extend the arms and hands up and out over shoulder height - OCCASIONAL Grasping* - Using functional gripping of the hand to handle an object - CONSTANT Finger Manipulation* - To manipulate objects with the use of fingers - CONSTANT Seeing* - Using visual feedback to accomplish a task or activity - CONSTANT Hearing* - Using sound feedback to accomplish a task or activity - CONSTANT Repetitive Upper Extremity Use* - Using the arms and/or hands continuously or more than 2/3 of the total time - CONSTANT Repetitive Lower Extremity Use - Using the legs and/or feet continuously or more than 2/3 of the total time - N/A

Material Handling Pushing - To exert a force upon an object in order to move it in a certain direction Pushing refers to moving an object away from the person - N/A Pulling - To exert a force upon an object in order to move it in a certain direction Pulling refers to moving an object towards the person

• N/A Lift - Floor to Waist - N/A Lift - Waist to shoulder - N/A Lift - Shoulder to overhead - N/A Carrying - To transport an object or article using the arms or hands (> 10 feet) - N/A

Environmental Factors Working alone - OCCASIONAL Working in cramped quarters - N/A Constant interruptions - FREQUENT Working with hands in water - N/A Use of power tools - N/A Working on ladders/scaffolding - N/A Exposure to vibration - N/A Exposure to dust - N/A Exposure to noise (constant) - N/A Exposure to electrical energy (outlets, etc) - N/A Exposure to temperature changes (heat, cold, humidity), that require special clothing - N/A Exposure to slippery walking surfaces - N/A Exposure to solvents, grease, oils - CONSTANT Exposure to radiant energy, ie computer terminal (more than 4 hours per shift)* - CONSTANT Working with bloodborne pathogens - N/A

Cardiovascular Energy Requirements - Physical Demand Physical Demand Met Level Examples of similar activity intensity Sedentary to Light 0 - 3.5 Light house cleaning, washing dishes, serving food, food shopping, sitting, standing, computer work. Medium 3.6 -6.3 House work (mopping, scrubbing), health club exercising, treadmill work, stretching, yoga, walk/run-play with children, aerobic class, dancing, carrying bucket/wood, auto body repair, shoveling snow, golf (carrying clubs). Heavy to Very Heavy > 6.4 Calisthenics (push up, pull up, sit up, vigorous effort), carrying groceries upstairs, shoveling coal, bailing hay, fire fighting, sawing by hand, splitting wood. As relates to this position: Sedentary to Light* - CONSTANT Medium - N/A Heavy to Very Heavy - N/A

I. Specific Job Responsibilities (Essential Functions):

1. Schedules appointments for patients by phone when they call in following medical practice scheduling protocols. Utilizes time management and customer service skills to facilitate phone calls with patient, staff, and others. Communicates calmly and clearly with patients about appointments in all circumstances.
2. Maintains scheduling system to ensure records are accurate and complete and can be used to analyze patient/staffing patterns. Confirms that updates (i.e., cancellations or additions) are input into the master schedule promptly. Stays up to date with system services to facilitate efficient and timely patient access.
3. Obtains referrals, authorizations, and demographic information for patients. Verifies insurance information to maximize reimbursement with all third party payers.
4. Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems.
5. Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor. Performs other duties as assigned.