Healthcare Customer Service Specialist

2 weeks ago

Roseburg, Oregon, United States Umpqua Health Full time

About Umpqua Health
At Umpqua Health, we are dedicated to more than just healthcare; we are a community-focused Coordinated Care Organization (CCO) striving to enhance the health and wellness of individuals and families across our region.

Our Services
We offer a wide range of services including primary care, specialty care, behavioral health services, and care coordination, ensuring our members receive comprehensive and integrated healthcare.

Our Approach
We believe in a collaborative environment where every team member contributes significantly to our mission of delivering accessible, high-quality healthcare services. From preventive care to chronic condition management, we are committed to empowering healthier lives and fostering a stronger community.

Diversity and Inclusion
Umpqua Health actively encourages applications from candidates of diverse backgrounds, including people of color and veterans, to create a linguistically and culturally inclusive workplace.

Role Overview
The primary responsibility of the Healthcare Customer Service Specialist is to welcome patients, manage appointment scheduling, handle incoming calls, return calls, operate the fax machine, perform document scanning, verify insurance details, and collect payments while delivering exceptional customer service to our primary care, urgent care, and behavioral health patients.

Your Responsibilities
Under the guidance of the Manager or Supervisor, your duties will include:

  • Answering incoming calls to the clinic in a courteous and professional manner.
  • Scheduling appointments accurately and confirming details with callers.
  • Collecting and entering precise demographic information into the electronic medical record system.
  • Informing patients about necessary items to bring for their appointments.
  • Reminding patients to arrive early to complete required paperwork.
  • Providing information on our cancellation and no-show policies.
  • Acting as a liaison between patients and Umpqua Health.
  • Directing calls to other departments as necessary.
  • Using sound judgment to manage calls, especially with distressed patients.
  • Assisting with mailings and other projects as call volume allows.
  • Understanding the prior authorization and referral processes.

Your Qualifications
To be considered for this role, you should possess:

  • A high school diploma or equivalent.
  • Proficiency in computer skills, including Microsoft Office.
  • Ability to accurately handle cash transactions.
  • Experience with insurance portals is preferred.
  • A background in customer service or medical office settings is advantageous.
  • No history of suspension, exclusion, or debarment from federal healthcare programs.

Commitment to Equality
Umpqua Health is an equal opportunity employer that values diversity. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and business needs.

Our commitment to fairness and equality encompasses all employment aspects, including hiring, training, promotion, and compensation, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under federal, state, or local law.

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