Customer Service Representative
1 week ago
Westside Family Healthcare Inc. is seeking dedicated Schedulers
Make a Positive Impact in Healthcare
Westside Family Healthcare is a nonprofit organization committed to delivering high-quality primary medical services to all individuals, regardless of their financial situation. The Scheduler plays a crucial role in ensuring a seamless patient experience by operating within a centralized call center for a multi-site medical practice. This position involves scheduling appointments and gathering essential demographic, insurance, and financial details from both English-speaking and Spanish-speaking patients, adhering strictly to established protocols.
Since our inception in 1988, Westside has been guided by our mission to enhance community health by providing equitable access to quality healthcare. With a team of 240 professionals, five health centers, one mobile health unit, and over 27,000 patients across Delaware, Westside is dedicated to advancing health, one patient, one family, and one community at a time.
Our Mission: To enhance community health by providing equitable access to quality healthcare.
Our Vision: Achieve health equity for all.
Our Core Values:
- Compassion: Lead with empathy.
- Service: Serve with humility.
- Excellence: Strive for exceptional quality.
- Empowerment: Enable all individuals.
Benefits Offered: Our comprehensive benefits package includes medical insurance options, dental and vision coverage, life insurance provided by Westside, short-term disability coverage, a 401(k) retirement plan with matching contributions, and various supplemental insurance options. We also offer a generous paid time off (PTO) policy and flexible scheduling to support work-life balance. Westside Family Healthcare is an Equal Opportunity Employer that values diversity.
Key Responsibilities:
- Respond to incoming calls in a courteous, confidential, and professional manner, utilizing scripts to ensure consistent patient education and staff knowledge while redirecting calls as necessary.
- Efficiently schedule patient appointments and provide necessary instructions, directions, and contact information.
- Contact patients to manage appointment rescheduling and cancellations as required.
- Adhere to specific workflows for various appointment types and healthcare providers.
- Collect and input new patient demographic information into the computer system.
- Verify patient insurance eligibility and update information during appointment scheduling.
- Direct callers needing triage to the appropriate personnel following established protocols.
- Manage scheduling message pools, electronic medical record (EMR) mailboxes, and other communication channels.
- Check voicemail and respond to messages promptly.
- Provide relevant information to external organizations for patients with special needs.
- Assist deaf patients by transmitting messages and coordinating interpreter services for their visits.
- Navigate various systems including EMR, AllScripts PM, Phytel, and other relevant platforms.
Minimum Qualifications:
- High school diploma or GED.
- Fluency in written and spoken English and spoken Spanish.
- At least six months of experience in a call center or appointment scheduling role.
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