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Representative Contact Center

4 months ago

Chaska, United States Ridgeview Medical Center Full time

This position is casual.

This position will be required to work every Monday.

Purpose of the Job
Using exceptional customer service practices, this position will schedule and register patients in advance for services provided throughout Ridgeview. This position is a member of and represents Ridgeview in a professional and positive manner.

Job Functions

  1. Answers and manages a high volume of fast paced incoming phone calls to the contact center. Places outbound phone calls when assigned.
  2. Conducts patient interviews by telephone to collect accurate demographic and financial information to complete registrations in advance for scheduled services for Ridgeview hospitals and clinics, including diagnostics services.
  3. Creates estimates, informs, and educates patients of any financial responsibility for services, as well as collect payments during the scheduling and registration process. Explains insurance coverages and requirements for pre-certification/pre-authorizations, as applicable. Ensures compliance with price transparency.
  4. Enters and maintains detailed information on confidential records for patients.
  5. Provide necessary information to patients, such as preparation instructions, arrival times, appropriate attire, directions to sites, and any other instructions when speaking with the patient.
  6. Manages all pre-registration and pre-admission work queues within the EHR
  7. Manages and completes registrations completed within the online portal
  8. When scheduling and registering via phone, using a paper order provided to patient, understands, and recognizes what information is required to obtain when transcribing physician order into Epic. This involves understanding the patient's symptoms, and/or physician's orders, including diagnosis, physician verbiage, and department specifications.
  9. Contacts physician offices or other Ridgeview departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
  10. Other duties as assigned

Minimum Education/Work Experience

  • High school graduate or equivalent
  • 2 years previous healthcare experience
  • Familiar with medical terminology
  • Strong customer service experience

Preferredqualifications

  • Post-secondary education in a related field
  • Call center experience

Knowledge/Skills andAbilities

  • Ability to provide exceptional customer service at all times by identifying and addressing patient needs in a professional, positive, and caring manner.
  • Knowledge of insurance and enters information appropriately into the EHR. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
  • Ability to effectively handle high stress fast paced environment
  • Ability to multi-task
  • Ability to perform basic math functions and count money
  • Ability to serve patients in a friendly and efficient manner
  • Knowledge of basic computer functions and Microsoft Office applications
  • Ability to respond appropriately to unpredictable situations and diverse patient populations
  • Ability to work autonomously and as a team
  • Capable of making independent decisions with the use of good critical thinking and problem-solving skills
  • Ability to communicate in the English language for effective written and verbal correspondence in order to complete job functions as mentioned above

This position will be required to work every Monday.


Ridgeview Medical Center will not discriminate against or harass any employee or applicant for employment because of race, color, religion, sex, pregnancy, citizenship, national origin, age, disability, military service, veteran status, genetic information, union membership, creed, marital status, familial status, sexual orientation, gender identity, status with regards to public assistance, membership in a local human rights commission, or any other category that may be protected by law.