General Summary

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.

Shift

Full Time, Monday - Friday 10a-2p

Duties and Responsibilities

Essential Functions:

Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely mannerActively listen to identify defined urgent symptoms and direct appropriately to clinical staffIdentify customers' needs, clarify information, research issues and provide solutions and/or alternativesEffectively 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 EHRCommunicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practiceBuild sustainable relationships and engage customers by going the extra mileSchedule patient appointments within established parametersCollect accurate financial and demographic information for registration when necessaryPages providers as needed for consultsMeet department/team qualitative and quantitative targetsPossess strong computer skills and the ability to maneuver multiple resourcesUtilize communication "scripts" when handling specific topicsComply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction

Common Expectations:

Maintains established policies and procedures, objectives, quality assessment and safety standards.Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovationEstablishes and maintains files and records on an ongoing basis.

Qualifications

Minimum Education:

High School Diploma or GED Required

Work Experience:

Customer service, medical office and/or call center support experience. Preferred

Courses and Training:

Medical terminology. within 180 days Required

Knowledge, Skills, and Abilities:

Strong phone and verbal communication skills.Actively listen and speak in a professional manner.Customer focus and adaptability to various personality types and call scenarios.Ability to manage time effectively.

Benefits Offered:

Comprehensive health benefitsFlexible spending and health savings accountsRetirement savings planPaid time off (PTO)Short-term disabilityEducation assistanceFinancial education and support, including DailyPayWellness and Wellbeing programsCaregiver support via WellthyChildcare referral service via Wellthy You’re unique and you belong here.

At WellSpan Health, we are committed to treating all applicants fairly and equitably, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email at . We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.