Contact Center Assistant

Job Identification 228920

Job Category Revenue Cycle

Job Schedule Full time

Job Shift Shift1 - Day

Locations 540 S George St, York, PA, 17401, US

Assignment Category Not Applicable

FTE 1

Job Description

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, Days, Requires 3-6 months onsite training in York, PA

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.

Required for All Jobs:

• Performs other related duties as identified.

• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.

• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands:

• Standing - Occasionally

• Walking - Occasionally

• Sitting - Frequently

• Reaching - Rarely

• Talking - Frequently

• Hearing - Frequently

• Repetitive Motions - Occasionally

• Eye/Hand/Foot Coordination - Occasionally

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.

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.