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Centralized Service Representative Lead

2 months ago

Bend, United States St. Charles Health System Full time

Typical pay range: $22.57 - $31.60

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: Lead Centralized Service Representative

REPORTS TO POSITION: SCMG Ambulatory Call Center Supervisor

DEPARTMENT: St. Charles Medical Group

DATE LAST REVIEWED: June 2021

OUR VISION: Creating America's healthiest community, together.

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: St. Charles Medical Group encompasses practices in three Central Oregon counties and numerous specialties including family care, internal medicine, obstetrics and gynecology, pediatrics, immediate/urgent care, cardiology, pulmonology, rheumatology, general surgery, cancer care, and sleep medicine. SCMG's One Call department supports clinical departments by providing incoming phone call support, scheduling, and registration activities. We encourage collaboration between clinical and non-clinical staff to assure we are providing our community with comprehensive and compassionate health care.

POSITION OVERVIEW: The Centralized Service Representative (Lead CSR) serves as a subject matter expert (SME) in the department as well as provides telephone and digital support for patients, their representatives, and provider offices. This requires broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures, including complex scheduling scenarios and patient pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics. CSRs review referral information to ensure accuracy in scheduling; report potential issues, clarify and/or collect any missing information and coordinate the schedules of providers, nurses, examination rooms and equipment. This position does not directly manage others but may provide feedback on the work of other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Pre-registers the patient in the electronic health record system, accurately collects patient demographics, insurance information and may collect required co-pay/deposits.

Performs real time eligibility for insurance benefits. Updates database and patient profiles to reflect the most current contact information.

Responsible for processing and routing large volumes of diversified patient telephone calls accurately in accordance with clinic and St. Charles Medical Group established protocols.

Responsible for accurately scheduling patient appointments across multiple service lines following established protocols that promote positive patient experience, physician satisfaction and scheduling efficiencies.

Communicates patient and provider requests and responds accurately using the appropriate procedures for contacting clinics and/or clinic staff.

Utilizes advanced active listening skills to handle special and priority calls such as urgent and emergent conditions in accordance with St. Charles Medical Group established protocols.

Addresses, deescalates, or appropriately routes patient complaints or concerns.

Accesses and maintains all department specific files, programs and recall systems.

Actively participates in achieving organizational and department goals.

Ability to work as part of a Care Team with providers and clinical staff.

Serves as a subject matter expert (SME) in the department and utilizes this knowledge to assist when team members have questions or need assistance.

Makes decisions for patient centered care if leadership is unavailable.

Responsible to support, problem solve, address initial questions from CSR team, and escalate concerns or patient safety concerns to clinical partners or through SAS process if needed.

Participates in on-going leadership/communications/problem solving courses offered by St. Charles Health System.

Supports the vision, mission, and values of the organization in all respects.

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality.

Complies with all applicable laws, regulations, policies, and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required: High school diploma or GED.

Preferred: N/A

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A

Preferred: N/A

EXPERIENCE:

Required: Minimum one (1) year of experience as a Centralized Service Representative in SCMG's One Call call center OR demonstrated competency in the following as determined by leadership: efficiency in taking calls for multiple specialties, ability to assist in training process of new caregivers, ability to deescalate phone calls, use advanced problem-solving skills to assist in the department.

Preferred: Two (2) years of experience as a Centralized Service Representative in SCMG's One Call call center.

PERSONAL PROTECTIVE EQUIPMENT:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

ADDITIONAL POSITION INFORMATION:

Must adapt quickly to frequent process changes and improvements.

Is reliable, engaged, and provides feedback as to improve processes and policies.

Attends all department, team, and company meetings as required.

Responds to all customer and emergency calls in a confident rapid accurate pleasant and professional manner with the ability to remain calm in emergency situations.

Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision.

Requires strong communication, customer service interpersonal skills and telephone etiquette.

Ability to prioritize workflow according to pre-set instructions.

Must have excellent communication and organizational skills with ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources.

Strong teamwork and collaborative skills.

Ability to multi-task and work independently.

Attention to detail.

Performs basic math (add, subtract, multiply and divide) calculations.

Performs intermediate to advanced math (analysis, statistics, significant data, or number manipulation).

Intermediate ability and experience in computer applications, specifically electronic medical records system, MS Office, MS Teams, and Excel.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.

Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.

Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.

Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.

Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors

Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

No Risk for Exposure to BBP

Schedule Weekly Hours:
40

Caregiver Type:
Regular

Shift:
First Shift (United States of America)

Is Exempt Position?
No

Job Family:
REPRESENTATIVE

Scheduled Days of the Week:
Monday-Friday

Shift Start & End Time:
8-5