Reception Team Staff - Call Center

Group Health Cooperative of South Central Wisconsin•Madison, WI

20h•Hybrid

About The Position

This is a full-time dual-role position supporting both the Behavioral Health Reception Desk and the Call Center. Behavioral Health Reception shifts will be performed on-site at the Olin clinic. Call Center shifts offer a hybrid work arrangement and may be eligible to be worked remotely following successful completion of a 90-day introductory period. During the initial 90 days, all shifts, including Call Center responsibilities, will be performed on-site at the Olin clinic. 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.

Requirements

High school graduate or equivalent required.
Minimum six (6) months work experience in a setting that requires customer service skills required.
Ability to pass skill checks in primary reception area and Telephone Communications within a reasonable time period. (Approximately 3 months).
Excellent organizational skills.
Excellent verbal and written communication skills.
Excellent customer service skills and listening ability to resolve customer complaints.
Ability to work with a diverse patient population.
Ability to work harmoniously and cooperatively with all personnel and the public.
Knowledge of or ability to learn HIPAA requirements.
Knowledge of and ability to use various computer programs including database, word processing, and email.
Ability to use a keyboard with a minimum of typing 30 WPM for much of the shift.
Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from desk chair.
Ability to frequently bend and reach from both a standing and sitting position.
Ability to speak and listen in person and on the telephone

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
Take and relay messages accurately and in a timely manner
Act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public
Maintain patient confidentiality
Use and/or learn on-line systems such as electronic medical record
Use accuracy in and apply protocols to appointment scheduling
Handle and prioritize multiple tasks appropriately in rapid succession
Be flexible in daily assignments