Contact Center Assistant - Contact Center - Day

Wellspan Health • York, PA

393d • Remote

About The Position

The Contact Center Assistant at WellSpan Health is responsible for providing exceptional customer service in a fast-paced call center environment. This role involves managing a high volume of incoming calls, assisting with patient scheduling, and ensuring accurate documentation of patient information. The position may transition to a work-from-home opportunity after an initial training period.

Requirements

• High School Diploma or GED Required
• 1 year Relevant experience in customer service, medical office and/or call center support experience
• Medical terminology training within 180 days

Nice To Haves

• Customer service, medical office and/or call center support experience preferred

Responsibilities

• 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
• 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

Benefits

• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED