Reception Team Staff - Call Center

Group Health Cooperative of South Central Wisconsin•Madison, WI

8d•Onsite

About The Position

The Reception Team Staff - Call Center position is responsible for providing a wide range of administrative support activities within the Call Center including answering telephone calls from members, co-workers, and other GHC-SCW staff, answering team and practitioner staff calls and relaying messages appropriately and in a timely manner, scheduling follow-up and routine appointments, informing members of relevant co-payments and fees that will be due at the time of service, and answering general questions. The incumbent works under the general supervision and review of the Call Center Supervisor/Assistant Call Center Supervisor. GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging.

Requirements

High school graduate or equivalent required.
Minimum six (6) months’ work experience in a setting that requires customer service skills required.
Excellent organizational skills required.
Excellent verbal and written communication skills required.
Excellent customer service skills and listening ability to resolve customer complaints required.
Knowledge of and ability to use various computer programs including database, word processing, and email.

Nice To Haves

Work experience in a Medical Reception setting preferred.
Work experience in a Medical Reception Call Center preferred.
Relevant training may be substituted for work experience.
Previous experience using the telephone in a service capacity preferred.
Experience with medical terminology preferred.

Responsibilities

Answering telephone calls from members, co-workers, and other GHC-SCW staff
Answering team and practitioner staff calls and relaying messages appropriately and in a timely manner
Scheduling follow-up and routine appointments
Informing members of relevant co-payments and fees that will be due at the time of service
Answering general questions
Ability to pass skill checks in primary reception area and Telephone Communications within a reasonable time period. (Approximately 3 months).
Ability to work with a diverse patient population.
Ability to work harmoniously and cooperatively with all personnel and the public required.
Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public required.
Ability to maintain patient confidentiality. Knowledge of or ability to learn HIPAA requirements.
Ability to use and/or learn on-line systems such as electronic medical record.
Ability to use accuracy in and apply protocols to appointment scheduling.
Ability to handle and prioritize multiple tasks appropriately in rapid succession required.
Ability to be flexible in daily assignments.
Ability to take and relay messages accurately and in a timely manner, including the ability to spell correctly required.
Ability to use a keyboard with a minimum of typing 30 WPM for much of the shift required.
Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from desk chair required.
Ability to frequently bend and reach from both a standing and sitting position required.
Ability to speak and listen in person and on the telephone.
The incumbent knows and abides by all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets personal standards and strives for high quality work in completing assignments, performs job duties in a timely manner, and represents the organization in a positive manner. The incumbent understands our Mission, Vision, and Common Values (stated below) and is committed to promote these values in behavior and attitude.