Patient Contact Specialist I

Job Summary

Join our team and be a dedicated supporter of patient access and care. Our team receives and places calls to schedule medical appointments for our patients, ensuring alignment with patient preferences and physician-specific guidelines. We collect and maintain accurate, essential patient information related to registration and insurance. We respond to non-scheduling inquiries and route calls appropriately.

Job Duties

• Work Schedule: Shifts will be assigned based on business and specialty need and may vary within the Patient Contact Center’s hours of operation, which are Monday through Friday, 7:00 AM to 7:00 PM and Saturday - Sunday 8:00 AM - 12:00 PM.
• Skills Required: Proficiency in computer operations, including the ability to efficiently navigate and manage tasks across multiple monitors. Candidates should demonstrate adaptability in learning and using various software applications and programs, with a strong aptitude for quickly mastering new digital tools and systems. This includes familiarity with standard office software, web-based platforms, and proprietary systems, as well as the ability to troubleshoot basic technical issues independently.
• Preferred Experience: Familiarity with medical terminology is strongly preferred, as it supports effective communication and understanding within a healthcare environment.

Job Description

• Completes all appointment scheduling, cancellation and confirmation requests by matching patient preferences with documented, physician or diagnostic specific scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date and location of each appointment.
• Responds to non-scheduling inquiries and routes calls appropriately.
• Captures and maintains accurate, basic registration, demographic and insurance information to ensure timely and accurate payment for services while scheduling appointments.
• Provides one-call resolution whenever possible.
• Processes multi-channel messages related to patient and physician requests such as appointments, referrals, prescriptions and complaints.
• Achieves and maintains quality and service goals related to contact center metrics.
• Functions as a team member to organize and prioritize responsibilities to complete daily work assignments.
• Assists with training initiatives for new hires.

Work At Home Requirements

• Quiet, Dedicated Workspace: A private, distraction-free area within your home to support focused work.
• Adequate Workstation Setup: Sufficient space to accommodate all employer supplied equipment, including monitors, keyboard, and other peripherals.
• High-Speed Internet Connection: Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).
• Minimum Speed Requirements: Download: 100 Mbps, Upload: 25 Mbps, Ping: Less than 150 ms, Jitter: Less than 30 ms, Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.

Education

• High School Diploma or Equivalent (GED)- (Required)

Experience

• Minimum of 1 year-Related work experience (Required)

Benefits

• We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.

Purpose & Values

• OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.
• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family