Representative Contact Center

Brief Description

Purpose of the Job

Using exceptional customer service practices, this position will schedule and register patients in advance for services provided throughout Ridgeview. This position is a member of and represents Ridgeview in a professional and positive manner.

Job Functions

• Answers and manages a high volume of fast paced incoming phone calls to the contact center. Places outbound phone calls when assigned.
• Conducts patient interviews by telephone to collect accurate demographic and financial information to complete registrations in advance for scheduled services for Ridgeview hospitals and clinics, including diagnostics services.
• Creates estimates, informs, and educates patients of any financial responsibility for services, as well as collect payments during the scheduling and registration process. Explains insurance coverages and requirements for pre-certification/pre-authorizations, as applicable. Ensures compliance with price transparency.
• Enters and maintains detailed information on confidential records for patients.
• Provide necessary information to patients, such as preparation instructions, arrival times, appropriate attire, directions to sites, and any other instructions when speaking with the patient.
• Manages all pre-registration and pre-admission work queues within the EHR
• Manages and completes registrations completed within the online portal
• When scheduling and registering via phone, using a paper order provided to patient, understands, and recognizes what information is required to obtain when transcribing physician order into Epic. This involves understanding the patient’s symptoms, and/or physician’s orders, including diagnosis, physician verbiage, and department specifications.
• Contacts physician offices or other Ridgeview departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
• Other duties as assigned
  
  

Minimum Education/Work Experience

• High school graduate or equivalent
• 2 years previous healthcare experience
• Familiar with medical terminology
• Strong customer service experience
  
  

Preferred Qualifications

• Post-secondary education in a related field
• Call center experience
  
  

Knowledge/Skills And Abilities

• Ability to provide exceptional customer service at all times by identifying and addressing patient needs in a professional, positive, and caring manner.
• Knowledge of insurance and enters information appropriately into the EHR. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
• Ability to effectively handle high stress fast paced environment
• Ability to multi-task
• Ability to perform basic math functions and count money
• Ability to serve patients in a friendly and efficient manner
• Knowledge of basic computer functions and Microsoft Office applications
• Ability to respond appropriately to unpredictable situations and diverse patient populations
• Ability to work autonomously and as a team
• Capable of making independent decisions with the use of good critical thinking and problem-solving skills
• Ability to communicate in the English language for effective written and verbal correspondence in order to complete job functions as mentioned above
  
  

Link to Employee Health Physical Demands

Compensation

Many factors are taken into consideration when determining compensation such as: the requirements of the position, experience, education, knowledge, and skills along with location and internal equity. Pay listed does not include any shift, weekend, or other differentials.

Benefits

Ridgeview strives to provide comprehensive and market competitive benefits to meet the needs of our employees and their families. Click here to view the benefits available.

Summary

Candidates must reside in the state of Minnesota and be able to complete training near our service area and attend occasional onsite trainings and meetings. After successful completion of onsite training this position will be remote.