Location: Lebanon,PA, USA
Contact Center Assistant I - Contact Center - Day/EveningLocation: WellSpan Health, Lebanon, PASchedule: Full TimeHoursFull-Time: 80 Hours/BiweeklyMonday - 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 17401Call Center Assessment will be required if selected for an interviewGeneral SummaryPerforms 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 ResponsibilitiesEssential Functions:Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely mannerActively listen to identify defined urgent symptoms and direct appropriately to clinical staffIdentify customers' needs, clarify information, research issues and provide solutions and/or alternativesEffectively 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 EHRCommunicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practiceBuild sustainable relationships and engage customers by going the extra mileSchedule patient appointments within established parametersCollect accurate financial and demographic information for registration when necessaryPages providers as needed for consultsMeet department/team qualitative and quantitative targetsPossess strong computer skills and the ability to maneuver multiple resourcesUtilize communication scripts when handling specific topicsComply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interactionCommon 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 innovationEstablishes and maintains files and records on an ongoing basis.QualificationsMinimum Education:High School Diploma or GED RequiredWork Experience:1 year Relevant experience. RequiredCustomer service, medical office and/or call center support experience. PreferredCourses and Training:Medical terminology. within 180 days RequiredKnowledge, 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.Apply NowYou're unique and you belong here.At WellSpan Health, we are committed to treating all applicants fairly and equitably, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email ...@wellspan.org. We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.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.