Contact Center Specialist

POSITION SUMMARY: The Contact Center Specialist II 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: 36 hours/week Tuesday-Friday 8am-5:30pm

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

The Contact Center Specialist II is fully trained in any two of the three phases 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 patients insurance information into the computer system
  • Determine whether an appointment will require an insurance referral or authoriazation (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 II
  • Independently and accurately complete all tasks outlined in PHASE I
  • Schedule more than 600 various ambulatory studies at thirteen different locations throughout Lancaster, Lebanon, and Chester County
    • This may include the need to schedule appointments across multiple schedules and/or departments based on the test ordered
  • Schedule STAT tests which may require coordination with the clinical departments responsible for performing the test
  • Ensure all registration information is completed for appointment scheduled online or by other departments within the organization
  • Communicate all pre-appointment preparation instructions including but not limited to: arrival times, appropriate attire to wear, food and beverage restrictions
  • Build and manage professional working relationships with third party callers
• 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 Esclation Protocols by prompting the patient with additional questions to determine the best course of action for the patients safety (i.e. schedule an appointment, transfer to Triage Nurse, call 911)
  • Create and send telephone and triage enoucnters to physician offices using professional grammar and language to accurately relay the patients message
  • Collaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely manner
  • Obtain the patients insurance information to confirm participation and coverage

• In addition to the trained phases above, the below duties and tasks apply:
  • 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

JOB REQUIREMENTS

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.
• Demonstrates proficiency in one of the three trained phases which includes meeting established performance standards.

PREFERRED QUALIFICATIONS:

• 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.

COGNITIVE REQUIREMENTS

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.

New Learning and Memory: The following level of ability is essential for the jobholder to learn and retain material.

• 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.

Problem Solving, Reasoning and Creative Thinking: The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought.

• 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.

APPTITUDES: The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act.

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%

Lifting: Degree of physical exertion is:

• Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required:

• Vision
• Hearing

PHYSICAL ENVIRONMENT

WORKING CONDITIONS:

• Exposure to hazardous conditions/ materials is negligible.

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.

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.