Contact Center Assistant I - Patient Access - Days
WellSpan Health, York, PA, United States
Job Title
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, Days
Monday, Tuesday, Thursday and Friday - 8:30a-4:30p Wednesdays - 8:30a-2:30p
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
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.
Benefits Offered
Comprehensive health benefits
Flexible spending and health savings accounts
Retirement savings plan
Paid time off (PTO)
Short-term disability
Education assistance
Financial education and support, including DailyPay
Wellness and Wellbeing programs
Caregiver support via Wellthy
Childcare referral service via Wellthy
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, Days
Monday, Tuesday, Thursday and Friday - 8:30a-4:30p Wednesdays - 8:30a-2:30p
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
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.
Benefits Offered
Comprehensive health benefits
Flexible spending and health savings accounts
Retirement savings plan
Paid time off (PTO)
Short-term disability
Education assistance
Financial education and support, including DailyPay
Wellness and Wellbeing programs
Caregiver support via Wellthy
Childcare referral service via Wellthy