Customer Scheduling Specialist

Shirley Ryan AbilityLab•Chicago, IL

6h•Onsite

About The Position

The Customer Scheduling Specialist will work in the SRAlab Outpatient Call Center as the first point of contact for patients scheduling outpatient appointments throughout the SRAlab system of care. The Customer Scheduling Specialist will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute. The Customer Scheduling Specialist will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Requirements

High school diploma or equivalent
Minimum of 1 year experience as a Customer Service Representative
Must be able to handle a heavy call volume requiring quick action in a fast-paced environment, and adapt to organizational changes.
Demonstrates ability to provide prompt, polite, and professional service during phone calls.
Previous experience using scripted language
Strong interpersonal skills and proven experience that meet SRAlab standards.
Effective verbal and writing skills in order to interview patients/customers to obtain pertinent medical and financial information and relay to colleagues within and outside of the department.
Proven listening skills to assess caller needs and respond appropriately to proper resolution.
Ability to multitask by actively listening, talking and typing.
Sensitivity to patient health information and protected confidentiality, maintaining privacy for patient and employee information.
Ability to maintain a current knowledge of SRAlab organizational processes and resources
Strong organizational skills, including attention to detail and follow-through.
Demonstrated ability to reason and reach a desired outcome using available tools and resources.
Proficiency with all computer requirements, including Cerner.

Responsibilities

Perform all aspects of outpatient scheduling including, but not limited to, pre-registration data management and insurance verification.
Forward non-scheduling calls to the appropriate parties.
Obtain and inputs the patient demographic, insurance, diagnosis and referring physician information into the patient records system.
Provide callers with internal and external offerings, instructions on navigating the SRAlab downtown campus and satellite locations, insurance acceptance, and billing procedures.
Prepare and provides progress/completion reports to Call Center leadership.
Mentor new Customer Service Representatives to ensure full knowledge and understanding of their job duties and responsibilities.
Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.