Central Services Representative
4 weeks ago
As a Central Services Representative at the Medical College of Wisconsin, you will play a vital role in providing exceptional customer service to patients and external stakeholders. Your primary responsibility will be to answer main advertised numbers for the Froedtert & Medical College Clinics, assisting patients with general information and providing support using knowledge of the entire clinical enterprise and various resources, policies, and procedures.
Key Responsibilities- Triage all calls to determine caller needs and provide excellent customer service in meeting their requirements.
- Schedule, cancel, and reschedule appointments via phone for multiple specialties and locations, providing directions, instructions, and other necessary information.
- Encourage patients to sign up for MyChart and the Froedtert & MCW App to manage their healthcare electronically and assist them in the activation process.
- Complete full registration, including setting up insurance coverage for new patients and verifying registration and coverage information for established patients.
- Work through referral queues, faxes, email, and other correspondence to schedule patient appointments, create referrals, track completion, and communicate with referring physicians.
- Manage all web appointment requests for the enterprise, either scheduling or routing to the appropriate area to assist patients.
- Regularly check emails and Epic InBasket to stay updated on changes and receive information on patients who need to be scheduled.
- Develop a thorough understanding of all Froedtert & Medical College of Wisconsin clinic locations and affiliate facilities, including directions to and within associated buildings, to provide accurate directions to patients.
- Anticipate customer needs and resolve problems to ensure a positive customer experience, employing sound judgment to maintain excellent public relations.
- Customer Service - Apply principles of customer service to identify customer needs and provide high-quality services.
- Computer Skills - Strong computer skills and ability to type at least 20wpm.
- Medical Terminology - Knowledge of medical terminology for most specialties is extremely helpful.
- Insurance - Knowledge of insurance terminology and plans to accurately verify and register in the system.
- Communication Skills - Ability to listen carefully and clearly convey information both verbally and written.
- Organizational Skills - Organize resources to quickly retrieve needed information.
Preferred Schedule: Full-time role with expectations for coverage during core business hours and flexibility required as necessary to accommodate business needs.
Position Requirements:
Minimum Qualifications: Appropriate experience may be substituted for education on an equivalent basis.
Minimum Required Education: High school diploma
Minimum Required Experience: 3 years
Preferred Qualifications:
Preferred Education: Associates Degree in Healthcare Administration
Preferred Experience: Customer Service experience in a high-volume call center helpful. Prefer 6 months or more experience as an Appointment Services Representative.
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