Clinic Scheduler: OCW Call Team

Primary Duties and Responsibilities

The Customer Service Specialist serves our patients, members, and providers. Responsible for answering phone calls and scheduling patient appointments. Triages phone calls as necessary. May conduct patient/member pre-certification to ensure coverage for appointments and medical care. With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience.

• Hoag Clinic: Member Advocate I: Addresses inbound and outbound communications across multiple communication channels (e.g., telephone, email, patient portal). Accurately collects and documents information. Adheres to designated protocols, including protocol for recognition of issues that may require immediate clinical assessment or action.
• Revenue Cycle: CPS Specialist: The Customer Service Specialist plays a vital role in supporting patients, healthcare providers, and internal departments. This position is responsible for managing both inbound and outbound communications across multiple channels, including telephone, email, and patient portals. The role involves handling high volumes of phone calls with professionalism and efficiency, accurately obtaining, documenting, and relaying information, and ensuring timely and effective communication to facilitate seamless patient care and operational support.

Education and Experience

Required

• High School Diploma or equivalent
• 1-3 years of customer service experience

Preferred

• Call Center Environment Experience
• Familiarity with medical terminology
• Experience with Radiology scheduling