Centralized Service Representative

1 week ago

Bend, Oregon, United States St. Charles Health System Full time
Job Title: Centralized Service Representative

St. Charles Health System is seeking a highly skilled and detail-oriented Centralized Service Representative to join our team. As a key member of our Ambulatory Call Center, you will be responsible for providing exceptional customer service to patients, their representatives, and provider offices.

Key Responsibilities:
  • Pre-register patients in the electronic health record system, accurately collecting patient demographics and insurance information.
  • Perform real-time eligibility for insurance benefits and update patient profiles to reflect the most current contact information.
  • Process and route large volumes of diversified patient telephone calls accurately in accordance with clinic and St. Charles Medical Group established protocols.
  • Schedule patient appointments across multiple service lines following established protocols that promote positive patient experience, physician satisfaction, and scheduling efficiencies.
  • Communicate patient and provider requests and respond accurately using the appropriate procedures for contacting clinics and/or clinic staff.
  • Utilize 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.
  • Address, deescalate, or appropriately route patient complaints or concerns.
Requirements:
  • High school diploma or GED required.
  • Minimum one (1) year of paid customer service work experience.
  • Strong communication, customer service, and interpersonal skills.
  • Ability to work as part of a Care Team with providers and clinical staff.
  • Ability to prioritize workflow according to pre-set instructions.
  • 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.
Working Conditions:

This is a regular full-time position working 40 hours per week, first shift (8am-5pm). The ideal candidate will be able to work in a fast-paced environment and adapt quickly to frequent process changes and improvements.

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