Contact Center Assistant I - Patient… at WellSpan Health · York

General Summary

Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.

Shift

Full Time, Monday - Friday 8a-3:30p with a Saturday rotation of 8a-12p

Responsibilities

Duties and Responsibilities

Essential Functions:

• Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
• Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
• Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
• Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient’s Electronic Health Record as appropriate)
• Maintain accurate and comprehensible documentation of caller’s needs in the patient’s EHR
• Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
• Build sustainable relationships and engage customers by going the extra mile
• Schedule patient appointments within established parameters
• Collect accurate financial and demographic information for registration when necessary
• Pages providers as needed for consults
• Meet department/team qualitative and quantitative targets
• Possess strong computer skills and the ability to maneuver multiple resources
• Utilize communication “scripts” when handling specific topics
• Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction

Common Expectations:

• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation
• Establishes and maintains files and records on an ongoing basis.

Qualifications

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year Relevant experience. Required
• Customer service, medical office and/or call center support experience. Preferred

Courses and Training:

• Medical terminology. within 180 days Required

Knowledge, Skills, and Abilities:

• Strong phone and verbal communication skills.
• Actively listen and speak in a professional manner.
• Customer focus and adaptability to various personality types and call scenarios.
• Ability to manage time effectively.