CARE CENTER AGENT - CASUAL

Independence Health System•, PA

9h•Onsite

About The Position

The Care Center Agent acts as the first point of contact for patients to meet their needs for information, support, and assistance by phone. The Care Center Agent is responsible for scheduling office appointments utilizing exceptional customer service skills to gain an understanding of the patient’s needs. Responsible to obtain accurate demographic information and verify proper insurance information. Additional responsibilities may include data reporting and obtaining 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 when they call in following medical practice scheduling protocols.
Utilizes time management and customer service skills to facilitate phone calls with patient, staff, and others.
Communicates 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.
Uses greetings/introductions when interacting with any customer or entering a patient room.
Looks and acts like a professional.
Uses consistent phone etiquette.
Helps people who look lost or confused.
Keeps a clean and professional environment and work space.
Clarifies expectations and creates positive handoffs and positive lasting impressions.
Fosters a teamwork approach by respecting other members of the hospital team.
Stays involved and informed of happenings within the organizations.
Creates win-win situations by helping others.
Works to resolve conflicts and concerns in a constructive way and asks for assistance in helpful ways.
Takes responsibility for problems, issues or opportunities for improvement by initiating constructive review of concern rather than negatively attacking an issue.
Understands systems and processes and uses appropriate channels to address concerns when out of own span of control.
Demonstrates compassion and works beyond “own assignment” by seeing “big picture”.
Communicates in helpful ways.
Always protects the confidentiality and dignity of patients and others.
Listens with empathy and understanding and provides options and choices.
Provides user-friendly information and explanations (uses language others can understand).
Makes sure people know what they can and cannot expect and checks for understanding and agreement.