Call Center Operator - Office Park

Thank you for considering a career at Roper St. Francis Healthcare!

Scheduled Weekly Hours

40

Work Shift

Days/Nights (United States of America)

9:00am-6:00pm

An individual who is responsible for handling inbound and outbound call volume and has mastered the clerical duties related to patient visits. This includes answering all inbound and/or places outbound telephone calls as assigned and appropriately directs callers and ensures all calls are handled efficiently and in a timely manner. Consistently exhibits the highest level of service to all callers and fellow staff. Contacts patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed. Schedules various types of appointments for providers and communicates any necessary instructions to the patient. Cancels and reschedules appointments as needed. Screen incoming and routine calls; take detailed messages such as patients name, dob, phone number, pharmacy name, and medications before forwarding to clinical staff and providers. Assists with patient call backs as is appropriate.

In addition, an individual who is responsible for insurance verification, and coordination of referrals to specialists. Individual is also responsible for providing accurate and efficient telehealth services including, but not limited to: general information, provider referral, class registration and client assistance to patients or health plan members. The candidate upholds the standards and strategic goals of the company wide Customer Services program and promotes quality service.

Minimum Qualifications

Education: High school diploma

Experience: Two years recent customer service experience or related healthcare experience to include at least one year call center experience or customer/patient service experience. Familiarity with medical terminology preferred.

Licensure/Certification: n/a

Primary Source Verification (if applicable): N/A

Knowledge/Skills

• Types 40 wpm.
• Properly spell and use medical terminology.
• Proficiently use Microsoft Office Applications and electronic medical/health records.
• Maintain confidentiality, exercise discretion, use independent and mature judgment, work independently without constant supervision.
• Handle confidential and protected health information (PHI); understand of the importance of confidentiality and non-disclosure according to the general standards set forth by HIPAA.
• Advocate for patients and be resourceful in finding solutions to access health care.
• Strong verbal and written communication skills including good voice quality; good diction and articulation are required.
• Demonstrates active listening skills.
• Good problem-solving skills.
• Demonstrates ability to handle multiple tasks at the same time.
• Demonstrates good teamwork.
• Display a positive attitude while helping patients access to health care and overcome barriers.
• Reassure patients calmly in stressful situations.
  
  

Other

• Must be detail oriented and possess good organizational skills.
• Preferred CMA skills.
• Attend general and department staff meetings.
• Improve patient relationships by showing empathy and address what is important to the patient.
• Improve the patient relationship with the organization.
• Work with ethnically diverse populations in a culturally sensitive manner.
• Follow safety protocols and initiate appropriate measures to assure/promote safety/wellbeing of patient, family visitors and staff.
  
  

Contacts: Internal: marketing staff, management, hospital departments, physicians, and clinical staff

External: Physicians, customers, patients, community groups

Shift: Monday - Friday 10:30am - 7pm

Roper St. Francis Healthcare is an equal opportunity employer.

Many of our opportunities reward* your hard work with:

• Comprehensive, affordable medical, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• Employer contributions to retirement savings plan when eligible
• Paid time off
• Educational Assistance
• And much more
• Benefits offerings vary according to employment status.
  
  

Department

Engagement Center - Roper St Francis Healthcare

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@RSFH.com.