Contact Center Specialist
3 weeks ago
The primary responsibility is to professionally and enthusiastically handle incoming calls and electronic requests from patients, family members, and other external parties. The role involves registering new patients, scheduling healthcare appointments, answering questions, resolving complaints, troubleshooting issues, and providing information on behalf of the institution.
Job Details:
Rate: $17.50 per hour
Schedule: 8-hr shifts that fall within 7AM-7PM CT M-F
Location: On-site Temple, Texas
Contract Type: Temp to Perm based on performance
Essential Functions:
- Patient Registration: Ensure accurate, compliant, and timely registration of new patients to facilitate optimal service and financial reimbursement. Address discrepancies or missing information, and accurately enter data into the electronic medical record system.
- Insurance Verification: Verify insurance coverage or determine self-pay responsibilities and provide cost information. Schedule appointments with financial counselors if needed.
- Appointment Scheduling: Schedule healthcare appointments based on patient needs, requests, and guidelines. Interpret physician orders for appointments and ancillary tests.
- Communication: Provide appointment details, preparation requirements, paperwork, and payment information to ensure timely arrival, appointment readiness, and optimal reimbursement.
- Message Handling: Write clerical and clinical patient-related messages from patients, family members, and healthcare professionals to administrative and provider staff.
- Triage Coordination: Identify emergent situations based on caller information and coordinate immediate triage.
- Customer Service: Calm upset callers with a composed and professional demeanor, identify priority issues, and escalate for resolution when necessary.
Knowledge, Skills, and Abilities:
- Strong interpersonal and communication (oral and written) skills
- Excellent data entry, numeric, typing, and computer navigation skills
- Experience in call center, customer service, or healthcare settings
- Familiarity with customer service principles and practices
- Knowledge of call center technology and telephony
- Ability to quickly assess requests, utilize resources, and provide accurate responses
- Comfortable working in a fast-paced, constantly changing, and stressful environment
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