Contact Center Assistant

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.

Shift

Part Time, Days, Requires 3-6 months onsite training in York, PA

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.

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.

Benefits Offered:

• Comprehensive health benefits


• Flexible spending and health savings accounts


• Retirement savings plan


• Paid time off (PTO)


• Short-term disability


• Education assistance


• Financial education and support, including DailyPay


• Wellness and Wellbeing programs


• Caregiver support via Wellthy


• Childcare referral service via Wellthy