Reception Team Staff - Call Center

Group Health Cooperative of South Central Wisconsin•Madison, WI

4d•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. We partner with members and the communities we serve to maximize health and well-being. As a local, not-for-profit, member-owned Cooperative, we are the most trusted resource for lifelong health and well-being in the communities we serve. We are a not-for-profit Cooperative, member-centered, equitable and inclusive, quality-driven, innovative, and community involved. We believe healthcare is a human right, in treating all people with dignity and respect, there is strength in diversity, equity celebrates our humanity, and we are better together. Group Health Cooperative of South Central Wisconsin is proud to be an equal opportunity employer. GHC-SCW considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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 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
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 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
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
Understands our Mission, Vision, and Common Values 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

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