CARE CENTER AGENT - PART-TIME

Independence Health System•Greensburg, PA

11h•Hybrid

About The Position

The Care Center Agent acts as the first point of contact for patients, addressing their needs for information, support, and assistance primarily via phone. This role involves scheduling office appointments using exceptional customer service skills to understand patient needs, obtaining accurate demographic information, and verifying proper insurance details. Additional responsibilities may include data reporting and securing referrals and authorizations.

Requirements

High School Diploma or equivalent
Proven basic computer skills
Ability to type 35 words per minute

Nice To Haves

Medical Terminology
One year experience in a switchboard, medical practice, or call center

Responsibilities

Schedules appointments for patients by phone following medical practice scheduling protocols, utilizing time management and customer service skills to facilitate phone calls with patient, staff, and others, and communicating calmly and clearly with patients about appointments in all circumstances.
Maintains scheduling system to ensure records are accurate and complete and can be used to analyze patient/staffing patterns. Confirms that updates (i.e., cancellations or additions) are input into the master schedule promptly. Stays up to date with system services to facilitate efficient and timely patient access.
Obtains referrals, authorizations, and demographic information for patients. Verifies insurance information to maximize reimbursement with all third party payers.
Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems.
Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor. Performs other duties as assigned.
Completed mandatory education, annual competencies and department specific education within established timeframes.
Completed annual employee health requirements within established timeframes.
Maintained license/certification, registration in good standing throughout fiscal year.
Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self. Identifies and works to reduce potentially unsafe patient care or other safety practices.
Adheres to regulatory agency requirements, survey process and compliance.