WellSpan Health
Contact Center Assistant I - Contact Center - Day/Evening
WellSpan Health, York, Pennsylvania, United States, 17404
Hours
Full-Time: 80 Hours/Biweekly
Monday - Friday starting as early as 8 am and may include 1 evening per week until 8 pm. Includes a Saturday rotation.
Work Environment: This position may be a Work-From-Home opportunity after 3-6 months of onsite training at 540 S. George St, York, PA 17401
Call Center Assessment will be required at time of application
General Summary
Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.
Duties and Responsibilities
Essential Functions:
Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient's Electronic Health Record as appropriate)
Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR
Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
Build sustainable relationships and engage customers by going the extra mile
Schedule patient appointments within established parameters
Collect accurate financial and demographic information for registration when necessary
Pages providers as needed for consults
Meet department/team qualitative and quantitative targets
Possess strong computer skills and the ability to maneuver multiple resources
Utilize communication "scripts" when handling specific topics
Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction
Common Expectations:
Maintains established policies and procedures, objectives, quality assessment and safety standards.
Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation
Establishes and maintains files and records on an ongoing basis.
Qualifications
Minimum Education:
High School Diploma or GED Required
Work Experience:
Customer service, medical office and/or call center support experience. Preferred
Courses and Training:
Medical terminology. within 180 days Required
Knowledge, Skills, and Abilities:
Strong phone and verbal communication skills.
Actively listen and speak in a professional manner.
Customer focus and adaptability to various personality types and call scenarios.
Ability to manage time effectively.
Benefits Offered:
Comprehensive health benefits
Flexible spending and health savings accounts
Retirement savings plan
Paid time off (PTO)
Short-term disability
Education assistance
Financial education and support, including DailyPay
Wellness and Wellbeing programs
Caregiver support via Wellthy
Childcare referral service via Wellthy
Quality of Life
Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.
Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more - within an easy drive of major East Coast cities.
York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)
WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.
Full-Time: 80 Hours/Biweekly
Monday - Friday starting as early as 8 am and may include 1 evening per week until 8 pm. Includes a Saturday rotation.
Work Environment: This position may be a Work-From-Home opportunity after 3-6 months of onsite training at 540 S. George St, York, PA 17401
Call Center Assessment will be required at time of application
General Summary
Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.
Duties and Responsibilities
Essential Functions:
Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient's Electronic Health Record as appropriate)
Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR
Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
Build sustainable relationships and engage customers by going the extra mile
Schedule patient appointments within established parameters
Collect accurate financial and demographic information for registration when necessary
Pages providers as needed for consults
Meet department/team qualitative and quantitative targets
Possess strong computer skills and the ability to maneuver multiple resources
Utilize communication "scripts" when handling specific topics
Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction
Common Expectations:
Maintains established policies and procedures, objectives, quality assessment and safety standards.
Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation
Establishes and maintains files and records on an ongoing basis.
Qualifications
Minimum Education:
High School Diploma or GED Required
Work Experience:
Customer service, medical office and/or call center support experience. Preferred
Courses and Training:
Medical terminology. within 180 days Required
Knowledge, Skills, and Abilities:
Strong phone and verbal communication skills.
Actively listen and speak in a professional manner.
Customer focus and adaptability to various personality types and call scenarios.
Ability to manage time effectively.
Benefits Offered:
Comprehensive health benefits
Flexible spending and health savings accounts
Retirement savings plan
Paid time off (PTO)
Short-term disability
Education assistance
Financial education and support, including DailyPay
Wellness and Wellbeing programs
Caregiver support via Wellthy
Childcare referral service via Wellthy
Quality of Life
Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.
Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more - within an easy drive of major East Coast cities.
York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)
WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.