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Customer Service Representative
2 months ago
Westside Family Healthcare Inc. is seeking dedicated Schedulers
MAKE A POSITIVE IMPACT IN HEALTHCARE
Westside Family Healthcare is a nonprofit entity committed to delivering high-quality primary medical services irrespective of patients' financial situations. The Scheduler plays a crucial role in ensuring a seamless patient experience while operating within a centralized call center for a multi-site medical practice. Responsibilities include scheduling appointments and gathering essential demographic, insurance, and financial details from both English-speaking and Spanish-speaking patients, adhering strictly to established protocols.
Since its inception in 1988, Westside has been guided by its mission to enhance community health by ensuring equitable access to quality healthcare, regardless of financial capability. With a workforce of 240 professionals, five health centers, one mobile health unit, and a patient base exceeding 27,000 across Delaware, Westside is dedicated to improving health outcomes, one patient, one family, and one community at a time.
Our Mission: To enhance community health by ensuring equitable access to quality healthcare, regardless of financial capability.
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: Our benefits package includes options for medical insurance (two plans available), dental insurance (through Guardian Dental), vision insurance, life insurance funded by Westside with the option to purchase additional coverage, short-term disability covered by Westside, long-term disability paid by the employee, a 401(k) retirement plan with matching contributions, and supplemental insurance options. We also provide a generous paid time off (PTO) package and flexibility 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, compassionate, and professional manner, utilizing scripts to ensure consistent patient education and staff knowledge while redirecting calls as necessary.
- Accurately schedule patient appointments and communicate any relevant instructions, directions, contact numbers, and fax information.
- Contact patients to reschedule or cancel appointments 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 patients' insurance eligibility and update information during appointment scheduling.
- Direct callers needing triage to the appropriate personnel according to established protocols.
- Manage scheduling messages, EMR mailboxes, and other communication channels.
- Check voicemail and respond to messages promptly.
- Provide necessary information to external companies for patients with special needs (e.g., transportation services).
- Assist deaf patients by transmitting messages to interpreters for their visits with Westside providers.
- Navigate various systems including EMR, AllScripts PM, Phytel (Remind/Outreach), Doctor Connect, Email, Follow My Health, and the Westside Intranet.
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.
