About The Role

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.

Required for All Jobs

Performs other related duties as identified.
WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands

Standing - Occasionally
Walking - Occasionally
Sitting - Frequently
Reaching - Rarely
Talking - Frequently
Hearing - Frequently
Repetitive Motions - Occasionally
Eye/Hand/Foot Coordination - Occasionally

Qualifications

Minimum Education

High School Diploma or GED Required

Work Experience

Less than 1 year Relevant experience. Required
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.