Call Center Specialist- Full Time

Summary of Position: 

Incoming Calls:  

Under the supervision of the Director of clinical services the Call Center Specialist will provide a high level of patient and analytical services over the telephone for assigned service lines by using telecommunications and computer systems. Services provided by this team member will include but are not limited to: patient to physician communication, physician to physician communication, serve as a resource and contact for information and services, and utilization of EPIC system to communicate patient care and schedule & register a variety of appointments. The team member serves as the initial point of contact for the various service lines served with the knowledge and ability to guide callers to a specific clinic or service based on information obtained during the call. The team member is expected to provide the highest level of customer service with a sense of urgency, reliability, data entry skills and a spirit of teamwork.  The team member must be skilled in active listening, proper phone etiquette and possess outstanding verbal and writing skills. Team member is expected to provide exceptional and personalized service on every interaction. 

 Authorization/ Referrals:  

Team member will work to ensure all appointments have a verified insurance plan or self pay and any necessary authorization has been obtained. Additionally, team members will work from a queue to schedule new patient appointments after authorization requests for therapy, surgical services, home health services, DME, etc. has been obtained.

Qualifications:

Education: 

• High School diploma or GED required.

● College degree preferred. 

 Experience: 

● Minimum of two years of work experience in a customer service environment dealing with patients, staff and volunteers of diverse educational, economic and cultural backgrounds preferred.

● Previous experience in the healthcare industry is preferred. 

● Previous experience in customer service is preferred. 

● Previous experience in orthopedics, family practice, specialty clinic and rehabilitation services preferred. 

● Previous experience with EPIC preferred. 

● Basic insurance knowledge preferred. 

 Knowledge/Skills/Abilities: 

● Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.  

● Requires exceptional communication (verbal and written, clear and concise), customer service and interpersonal skills. 

● Must be able to take appropriate action in a stressful high call volume environment. 

● Able to work with diverse populations (patient, staff, physicians) under difficult and stressful challenging situations. 

● Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. 

● Working knowledge of PC window applications sufficient to input and retrieve data. 

● Basic knowledge of phone systems and technology. 

● Readily accepts work assignments and changes. 

● Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action. 

● Ability to work independently and prioritize assignments to complete work in a timely manner in a busy setting with conflicting demands. 

● Ability to multi-task using a computer and telephone simultaneously and interpreting the needs of patients. 

● Requires ability to organize work and maintain a positive demeanor in a highly demanding environment  

● Bilingual English/Spanish Preferred  

 Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to walk, stand, sit, and talk or hear. 

• The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.

• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

• The employee must occasionally lift and/or move up to 25 pounds.

Working Conditions 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.

• Occasional travel to various health system locations. 

Essential Functions 

1. Provide consistently exceptional care at all times.

2. Answer incoming calls by the second ring. 

3. Schedule both recurring and unique appointments according to practice guidelines. 

4. Pre-register new patients ensuring accuracy.

5. Insurance eligibility and authorization verification. 

6. Timely completion of patient registration work queues, new patient work queues, and in baskets. 

7. Complete and accurate documentation of refill requests, results requests, medical advice requests, and routine telephone calls. 

8. Appropriate routing of telephone encounters to multiple specialists with the appropriate urgency labeled. 

9. Escalates calls appropriately as needed. 

10. Responsible for preparing clinic schedules and paperwork for the next business day  

11. Responsible for maintaining a positive environment in the Call Center.

12. Provides exceptional customer service to every patient on every encounter. 

13. Responds to the needs of the department by performing other duties, as necessary.