Contact Center Assistant I - Patient Access - Days

About the role

Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.

Schedule

Full Time, Monday - Friday 8:30 AM - 5:00 PM

Requires 3-6 months onsite training in York, PA.

Responsibilities

• Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
• Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
• Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
• Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient’s Electronic Health Record as appropriate)
• Maintain accurate and comprehensible documentation of caller’s needs in the patient’s EHR
• Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
• Build sustainable relationships and engage customers by going the extra mile
• Schedule patient appointments within established parameters
• Collect accurate financial and demographic information for registration when necessary
• Page providers as needed for consults
• Meet department/team qualitative and quantitative targets
• Possess strong computer skills and the ability to maneuver multiple resources
• Utilize communication “scripts” when handling specific topics
• Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction
• Maintain established policies and procedures, objectives, quality assessment and safety standards
• Provide outstanding service to all customers; foster teamwork; and practice fiscal responsibility through improvement and innovation
• Establish and maintain files and records on an ongoing basis

Requirements

• High School Diploma or GED (Required)
• Less than 1 year relevant experience (Required)
• Customer service, medical office and/or call center support experience (Preferred)
• Medical terminology course or training within 180 days (Required)

Skills

• Strong phone and verbal communication skills
• Active listening and professional speaking manner
• Customer focus and adaptability to various personality types and call scenarios
• Ability to manage time effectively

Benefits

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy