Per Diem Reception Team Staff - Call Center

Group Health Cooperative of South Central Wisconsin • Madison, WI

9d • Remote

About The Position

Per Diem position with a minimum of 8 hours/month requirement. Hours will vary depending on department needs. This position is available to work remotely once fully trained. 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.
• 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.
• Knowledge of and ability to use various computer programs including database, word processing, and email.
• 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.

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.
• Ability to pass skill checks in primary reception area and Telephone Communications within a reasonable time period. (Approximately 3 months).

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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees