Call Center Specialist, Harrington Hospital, Southbridge - 40 Hours, Days

Major Responsibilities

• Answer telephones, engage clinical staff for assistance, keep calls under 4 minutes, and handle an average of 100 calls per shift.
• Take complete messages.
• Uses Call Process and text templates in EHR.
• Uses correct task titles for reason of call.
• Sends tasks to correct bin.
• Includes accurate call back information.
• Schedule appointments.
• Uses templates correctly.
• Uses appointment types and times correctly.
• Utilizes all PCP sites for scheduling same-day appointments.
• Verify insurances.
• Ensures patients insurance is active prior to scheduling appointments.
• Verifies insurances 72-hours prior to scheduled appointments for all participating PCP sites.
• Maintains access to necessary verification sites.
• Has a thorough understanding of insurance processes and stays up-to-date with changes.
• Calls patients with insurance issues prior to appointment.
• Update patient demographics as appropriate in Allscripts.
• Register and schedule new patients, mail new patient packet including ROI, update demographics and collect insurance information accurately.
• Understand and apply the self-pay policy to inform patients of their financial obligations when arriving for their appointment.
• Provides and maintains proper phone etiquette and good customer service.
• Maintain knowledge of current OSHA and CLIA regulations, and HPS policies.
• Absorb and perform other duties as assigned, which may include floating to assist other sites.
• Facilitates in gathering accurate patient billing information.
• Able to handle caller complaints, de-escalate situations, maintain professionalism during difficult interactions and assist in providing service recovery to salvage a suboptimal experience.
• Demonstrates a working knowledge of HIPAA guidelines.
• Adheres to our policies for releasing patient information.
• Understands the difference between and can explain to patients the difference between a healthcare proxy, power of attorney and HIPAA appointee.
• Answers patient inquiries regarding their liability and able to explain the variables involved.

Position Qualifications

• All responsibilities are essential job functions.
• Licenses/Certifications/Educations Required: High School Diploma or GED required.
• Experience/Skills Required: Minimum of 1 year of receptionist experience, preferably in a health care setting. Basic computer knowledge.