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Call Center Representative
role at
IHA . Call Center offers a $3 shift differential after 5pm and on weekends. Position Description
Answers incoming calls, assesses urgency, triages and directs urgent calls per established procedures to ensure optimal patient care. Schedules patient appointments, coordinates scheduling with clinical personnel, manages patient referrals and prior authorizations, and provides high‑level customer service to all internal and external customers. Essential Job Functions
Answers incoming calls, assesses the urgency of the call, appropriately triages and directs urgent calls. Schedules appointments for urgent problems and coordinates with clinical personnel to optimize care and efficiency. Answers calls for Ancillary Services and determines inclusion criteria. Pulls On‑Call Report to verify providers on call. Monitors Phone Queues to determine physician paging. Takes calls from (844) IHA‑DOCS for patient priorities. Pages on‑call providers per protocols. Schedules patient appointments and enters preliminary data into Patient Chart. Completes Patient Pre‑Registration and creates charts. Prints SIOH Resources to enable outreach to patients. Records messages for physicians and staff, ensuring accuracy and task assignment. Assists patients with MyChart questions and stays current on updates. Accurately completes the call center tool, using the call log and on‑call MD calendar. Monitors Critical Radiology email to communicate with labs and physicians. Manages multiple In‑Baskets on incoming orders. Monitors Vaccine Refrigerator temperature. Reviews and follows up on referral requests and authorizations. Obtains out‑of‑network authorizations when possible. Documents notes in IHA systems regarding referrals and authorizations. Maintains familiarity with physician office and Business Services department operations. Ensures pending items from previous shift are resolved. Performs other duties as assigned. Organizational Expectations
Creates a positive, professional, service‑oriented environment. Works effectively as a member of the Call Center team. Assumes responsibility for safe job performance and reports hazards. Completes all relevant training and adheres to Trinity Health standards. Maintains knowledge of policies and procedures. Uses office equipment and computer systems efficiently. Maintains strict confidentiality per HIPAA guidelines. Acts as a role model, embracing new ideas and cultural differences. Participates in ongoing professional development as applicable. Measured By
Performance that meets or exceeds IHA CARES Values expectations as outlined in the IHA Performance Review document, relative to the position. Essential Qualifications
Education:
High school diploma or equivalent. Credentials/License:
None. Minimum Experience:
Up to 1 year in patient services, medical reception, call/customer service center (medical environment) or other relevant business environment. Position Requirements (Abilities & Skills)
Knowledge of Call Center protocols, processes and procedures. Proficient in mathematics. Proficient with desktop and Windows computers, EMR, internal phone system, Microsoft Word and Excel, intranet, and other required software. Excellent written and verbal communication skills and phone etiquette. Team‑oriented collaboration skills. Works effectively with diverse populations including staff, providers, patients, insurance carriers and vendors. Cross‑trains in other areas of the department as needed. Works a flexible schedule and covers absences. Good organizational and time‑management skills. Sound judgement and problem‑solving abilities to resolve or Escalate issues. Handles confidential information appropriately. Completes IHA competency‑based program during training. Knowledge of medical terminology, billing, insurance, referrals and authorizations. Minimum Physical Expectations
Keyboarding, filing and phone work. Extended computer use. Occasional walking, standing, bending, stooping, reaching and twisting. Occasional lifting, pushing or pulling under 30 lbs. Close vision, depth perception, peripheral vision and ability to adjust focus. Manual dexterity to operate keyboard, photocopier, telephone, calculator and other office equipment. Good hearing and speaking ability for long telephone or face‑to‑face interactions in English. Minimum Environmental Expectations
Typical office environment with frequent interruptions and significant interaction with people, which can be stressful at times. Seniority Level
Entry level Employment Type
Full‑time Job Function
Other Industries
Medical Practices
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Call Center Representative
role at
IHA . Call Center offers a $3 shift differential after 5pm and on weekends. Position Description
Answers incoming calls, assesses urgency, triages and directs urgent calls per established procedures to ensure optimal patient care. Schedules patient appointments, coordinates scheduling with clinical personnel, manages patient referrals and prior authorizations, and provides high‑level customer service to all internal and external customers. Essential Job Functions
Answers incoming calls, assesses the urgency of the call, appropriately triages and directs urgent calls. Schedules appointments for urgent problems and coordinates with clinical personnel to optimize care and efficiency. Answers calls for Ancillary Services and determines inclusion criteria. Pulls On‑Call Report to verify providers on call. Monitors Phone Queues to determine physician paging. Takes calls from (844) IHA‑DOCS for patient priorities. Pages on‑call providers per protocols. Schedules patient appointments and enters preliminary data into Patient Chart. Completes Patient Pre‑Registration and creates charts. Prints SIOH Resources to enable outreach to patients. Records messages for physicians and staff, ensuring accuracy and task assignment. Assists patients with MyChart questions and stays current on updates. Accurately completes the call center tool, using the call log and on‑call MD calendar. Monitors Critical Radiology email to communicate with labs and physicians. Manages multiple In‑Baskets on incoming orders. Monitors Vaccine Refrigerator temperature. Reviews and follows up on referral requests and authorizations. Obtains out‑of‑network authorizations when possible. Documents notes in IHA systems regarding referrals and authorizations. Maintains familiarity with physician office and Business Services department operations. Ensures pending items from previous shift are resolved. Performs other duties as assigned. Organizational Expectations
Creates a positive, professional, service‑oriented environment. Works effectively as a member of the Call Center team. Assumes responsibility for safe job performance and reports hazards. Completes all relevant training and adheres to Trinity Health standards. Maintains knowledge of policies and procedures. Uses office equipment and computer systems efficiently. Maintains strict confidentiality per HIPAA guidelines. Acts as a role model, embracing new ideas and cultural differences. Participates in ongoing professional development as applicable. Measured By
Performance that meets or exceeds IHA CARES Values expectations as outlined in the IHA Performance Review document, relative to the position. Essential Qualifications
Education:
High school diploma or equivalent. Credentials/License:
None. Minimum Experience:
Up to 1 year in patient services, medical reception, call/customer service center (medical environment) or other relevant business environment. Position Requirements (Abilities & Skills)
Knowledge of Call Center protocols, processes and procedures. Proficient in mathematics. Proficient with desktop and Windows computers, EMR, internal phone system, Microsoft Word and Excel, intranet, and other required software. Excellent written and verbal communication skills and phone etiquette. Team‑oriented collaboration skills. Works effectively with diverse populations including staff, providers, patients, insurance carriers and vendors. Cross‑trains in other areas of the department as needed. Works a flexible schedule and covers absences. Good organizational and time‑management skills. Sound judgement and problem‑solving abilities to resolve or Escalate issues. Handles confidential information appropriately. Completes IHA competency‑based program during training. Knowledge of medical terminology, billing, insurance, referrals and authorizations. Minimum Physical Expectations
Keyboarding, filing and phone work. Extended computer use. Occasional walking, standing, bending, stooping, reaching and twisting. Occasional lifting, pushing or pulling under 30 lbs. Close vision, depth perception, peripheral vision and ability to adjust focus. Manual dexterity to operate keyboard, photocopier, telephone, calculator and other office equipment. Good hearing and speaking ability for long telephone or face‑to‑face interactions in English. Minimum Environmental Expectations
Typical office environment with frequent interruptions and significant interaction with people, which can be stressful at times. Seniority Level
Entry level Employment Type
Full‑time Job Function
Other Industries
Medical Practices
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