Call Center Representative I

Trinity Health•Rensselaer, NY

3d•$19 - $24•Hybrid

About The Position

This is a high-volume Call Center position at St. Peter's Health Partner's, located in person at 295 Valley View Blvd Rensselaer, NY. The role offers opportunities for career advancement through a strong orientation program, generous tuition allowance, and career development. The position features office hours, Monday - Friday, with remote options available after a training period. The Call Center Representative serves as the first point of contact for customers by phone, acting as a liaison between external customers and medical staff. Responsibilities include answering incoming calls, assessing urgency, triaging, and directing calls according to established procedures to ensure optimal quality patient care. The role also involves scheduling patient appointments, communicating and coordinating scheduling with clinical personnel for efficiency, and providing a high level of customer service.

Requirements

High School Diploma or GED.
Previous experience in a combination of patient services, medical reception, call/customer Call Center (medical environment) or other customer service environment.
Knowledge of virtual PPCC protocols, processes and procedures related to position responsibilities.
Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.
Proficient/knowledgeable in-patient care procedures and organizational policies related to position responsibilities.
Service-oriented; responsive to customer needs and courteous in approach.
Ability to monitor, organize and keep work area neat.
Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation.
Ability to compute mathematical calculations.
Sufficient knowledge of medical terminology, billing, insurance, referrals and authorizations to perform responsibilities.
Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor.
Ability to work effectively with various levels of organizational members and diverse populations including SPHPMA staff, patients, family members, vendors, outside customers and couriers.
Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving or escalating difficult or complex issues to appropriate areas as needed.
Ability to handle patient and organizational information in a confidential manner.
Ability to travel to other office/practice sites and meeting and training locations.
Successful completion of SPHPMA competency-based program within introductory and training period.
Physical activity that often requires keyboarding, filing and phone work.
Physical activity that often requires extensive time working on a computer.
Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
This job operates in a typical call center/office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.

Nice To Haves

Call Center experience highly preferred.
Course work in insurance/billing, medical practice education or seminars are all preferred.

Responsibilities

Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal patient care; schedules appointments by protocol, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
Obtains necessary patient registration information, verifies patient insurance eligibility, prepares charts for visits in accordance with SPHPMA protocols and notifies clinical staff of patient’s arrival, if applicable.
Answers telephone in accordance with SPHPMA telephone etiquette guidelines, taking and relaying messages in a timely manner.
Schedules and confirms patient appointments; obtains appropriate information, enters preliminary account data into computer and confirms appointments based on office protocols.
May collect payment(s) and ensures timely and accurate posting of payment.
Records messages for physician and staff accurately, with complete information required, and ensures that it is routed appropriately through Trinity Health SPHPMA Medical Group EMR system.
Assists patients with MyChart-related questions. Keeps current on updates, changes and FAQ’s.
Accurately documents into SPHPMA systems.
Maintains familiarity with physician office, Billing Department and all extended care location basic services and hours of operation to respond to customer requests accurately and promptly.
Assists patients and facilities with questions related to referrals, authorizations and requisitions per established protocols.
Accurately completes patient forms.
Supports report management and patient outreach. May support overdue report management.
Supports other offices, attends meetings and training as assigned.
Performs other duties as assigned.
Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both SPHPMA and Trinity Health.
Must be able to work effectively as a member of the Call Center team.
Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
Successfully completes SPHPMA’s “Our Experience” training and adheres to SPHPMA’s standard of promptly providing a high level of service and respect to internal or external customers.
Maintains knowledge of and complies with SPHPMA standards, policies and procedures.
Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
Maintains strict patient and employee confidentiality in compliance with SPHPMA and HIPAA guidelines.
Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
Uses resources efficiently.
If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.