Contact Center Assistant I - Digestive Health - Days

Wellspan Health•Lewisburg, PA

20d

About The Position

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, 8:30-5pm

Requirements

High School Diploma or GED
Less than 1 year Relevant experience.
Customer service, medical office and/or call center support experience.
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.

Nice To Haves

Medical terminology. within 180 days

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 (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
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.