Contact Center Specialist I
4 weeks ago
Job Description
POSITION SUMMARY: The Contact Center Specialist provides complete and accurate scheduling, registration, insurance verification, ordering of tests and coordination of applicable physician office and outpatient hospital services. This position assists patients with their stated and unstated needs by offering guidance and support while ensuring personal connections with each patient are made.
HOURS: 32 hours/week Monday -Friday day shift with occasional Saturdays 8:00AM-12:00PM. Training is 4 weeks Mon- Friday 9:00AM- 5:30PM. Working remotely is potential after 6 months within role and meeting departmental goal.
ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
- The Contact Center Specialist I is fully trained in one of the two phases (I or III) outlined below.
- PHASE I
- Schedule Lab, Xray, EKG, DEXA and Breast Imaging appointments
- Accurately enter ancillary orders which may include the the need to interpret medical terminology given by other medical personnel
- Recognize and obtain the key items required when entering orders such as the ordering provider and the diagnosis code(s)
- Accurately obtain and enter the patient's insurance information into the computer system
- Determine whether an appointment will require an insurance referral or authorization (and enter into system upon receipt) to ensure insurance payment is received
- Read and interpret the electronic verification responses received for insurance and update the system according to the responses
- PHASE III
- Address phone calls for Family Medicine and Specialty Medicine physician offices which may include scheduling appointments, creating encounters, transferring calls to Triage
- Schedule appointments in accordance to the instructions provided within the internal resource guide to ensure proper protocols are followed
- Adhere to the approved Escalation Protocols by prompting the patient with additional questions to determine the best course of action for the patient's safety (i.e. schedule an appointment, transfer to Triage Nurse, call 911)
- Create and send telephone and triage encounters to physician offices using professional grammar and language to accurately relay the patient's message
- Collaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely manner
- Obtain the patient's insurance information to confirm participation and coverage
SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:
- Provide customer service by identifying and addressing patients' needs through engaging personally and demonstrating strong interpersonal skills
- Demonstrate the abilty to successfully adapt to frequent changes of procedures, protocols and workflows
- Document in patients' charts clearly and concisely to provide appropriate and accurate information to clinical personnel
- Completes other duties and special projects that are assigned by management.
MINIMUM REQUIRED QUALIFICATIONS:
- High school diploma or equivalent (GED).
- One (1) year of clerical, customer service, or administrative support experience in a highly customer oriented organization
- One (1) year experience with keyboarding, personal computer use, and other office setting equipment
- Three (3) years of clerical, customer service, or administrative support experience in a highly customer oriented organization
- One (1) year of medical office or hospital outpatient scheduling/registration experience
- One (1) year of electronic medical record experience
- One (1) year of prior revenue cycle in a medical office or hospital setting
Attention/Concentration: The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others.
- The position requires the ability to attend to more than one aspect of a situation simultaneously. It is highly likely that multiple task demands are going to be required of the individual at the same time.
- The position requires that an individual be able to learn new tasks quickly and effectively. Job requirements change frequently. The ability to understand and carry out detailed, involved instructions is mandatory.
- The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions. Some independent thought, planning or origination of options and solutions is necessary. The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.
EQUIPMENT USAGE REQUIREMENTS
Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies
Software: Microsoft Office Products, Electronic Medical Record System
PHYSICAL REQUIREMENTS
Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%
Body Position/Movement:
- Sit: Continuously 71-100%
- Stand: Rarely 0-10%
- Walk: Rarely 0-10%
- Bend: Rarely 0-10%
- Push: Rarely 0-10%
- Pull: Rarely 0-10%
- Kneel/Squat: Rarely 0-10%
- Reach: Rarely 0-10%
- Twist: Rarely 0-10%
- Balance: Rarely 0-10%
- Climb: Rarely 0-10%
- Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.
- Vision
- Hearing
WORKING CONDITIONS:
- Exposure to hazardous conditions/ materials is negligible.
Benefits At A Glance:
PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:
- 100% Tuition Assistance at The Pennsylvania College of Health Sciences
- Paid Time Off and Paid Holidays
- Shift, Weekend and On-Call Differentials
- Health, Dental and Vision Coverage
- Short-Term and Long-Term Disability
- Retirement Savings Account with Company Matching
- Child Care Subsidies
- Onsite Gym and Fitness Classes
Disclaimer
PENN MEDICINE LANCASTER GENERAL HEALTHis an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.
Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTHis not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTHvia-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTHas a result of the referral or through other means.
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