Centralized Service Representative (Relief)

Provides telephone and digital support for patients, their representatives, and provider offices. This role requires broad and comprehensive knowledge of diverse scheduling protocols and procedures, including complex scheduling scenarios and patient care pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics. May work at a specific location supported by Patient Access Services, the St Charles One Call Centralized Call Center, float between multiple locations, or work remotely from home under current St Charles Health System work-from-home requirements.

Responsibilities

• Accurately create or locate patient accounts in the electronic health record system.
• Collect and record patient demographics, insurance, and billing information.
• Perform real-time eligibility verification for insurance benefits.
• Update database and patient profiles with current contact information.
• Process and route large volumes of diversified patient telephone calls accurately following established protocols.
• Schedule patient appointments and procedures across multiple service lines and specialties, adhering to protocols that promote positive patient experience, efficiency, and standardization.
• Review and process referral information to ensure accuracy; report potential issues, clarify or collect missing information, and coordinate provider, nurse, examination room, and equipment schedules.
• Communicate patient and provider requests accurately using appropriate procedures for contacting clinics and/or clinic staff.
• Utilize advanced active listening skills to handle special and priority calls, such as urgent and emergent conditions, in accordance with established protocols.
• Respond to all customer and emergency calls confidently, rapidly, accurately, and professionally, remaining calm in emergency situations.
• Attend to detail when recording patient messages and reasons for calls or appointments, accurately transcribing information into the electronic health record following department protocols.
• Address, de-escalate, or appropriately route patient complaints or concerns.
• Access and maintain all department-specific files, programs, and recall systems.
• Actively participate in achieving organizational and department goals.
• Deliver customer service and patient care in a manner that promotes goodwill, timeliness, efficiency, and accuracy.
• Work as part of a care team with providers and clinical staff.
• Support the vision, mission, and values of the organization.
• Champion lean principles of continuous improvement with energy and enthusiasm.
• Provide and maintain a safe environment for caregivers, patients, and guests.
• Conduct all activities with the highest standards of professionalism and confidentiality.
• Comply with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting ethically and reporting known or suspected violations.
• Perform additional duties of similar complexity as required or assigned.

Requirements

• High school diploma or GED.
• Minimum one (1) year of paid customer service work experience.

Preferred Qualifications

• One (1) year of clerical support in a healthcare setting or one (1) year of call center experience.