Contact Center Representative

Description

Department: Contact Center

Supervisor Title: Contact Center Manager

Location: Afton, WY

Employment Status: Full-time

Compensation: Minimum $16.14, commensurate with experience and certification.

Benefits: We offer a competitive compensation package that includes:

• Health, dental, & vision insurance, health savings account
• Approximately 4 weeks of PTO
• Short term sick time,
• Basic life insurance coverage
• Disability insurance
• Matching retirement plan

Summary

As a Contact Center Representative, you support the Star Valley Health mission, vision and values every day. You are responsible for providing exceptional customer service and support to our patients, staff and community. You are often the first contact patients have with Star Valley and you are entrusted with the responsibility of providing a positive first impression to individuals served by Star Valley Health. You are responsible for providing timely, efficient, and customer focused service to patients, visitors, and team members.

Job Duties

• Handle inbound and outbound calls professionally and with courtesy.
• Utilize phone etiquette to ensure positive patient and community interactions.
• Assist customers with inquiries, concerns and requests in a timely manner.
• Provide accurate information regarding services, including but not limited to:

- Billing questions

- Available medical services

- Hours of operation

- Locations

• Transfer calls to appropriate staff, departments and suites.
• Enter and update patient information in the electronic medical record.
• Ensure the confidentiality of all records and compliance with HIPAA standards.
• Utilize the electronic medical record to route patient messages and requests to appropriate staff and clinical teams.
• Schedule patient appointments, process cancellations and facilitate appointment reschedules
• Follow appropriate scheduling protocols as outlined for each provider or service.
• Verify beneficiary eligibility for requested booking and confirm/update patient demographics.
• Answer patient billing and account related questions and process payments over the phone.
• Ensure patients with complex billing and account related questions are connected with the appropriate resources.
• Provide patients with specific visit instructions.
• Initiate outbound calls to patients, send mass mailers to specific patient groups and respond to online messaging requests as needed to schedule, reschedule, and/or cancel appointments.
• Collaborate with team members to resolve customer issues promptly.
• Demonstrates efficiency and dependability with assigned job.
• Attends department meetings and other pertinent meetings as required.
• Maintains a high level of professionalism and empathy in all interactions.
• Performs other duties as assigned or identified.

Requirements

Abilities & Skills:

- Excellent written and verbal communication skills in English; proficiency in Spanish is a plus.

- Strong customer service orientation with the ability to communicate effectively.

- Familiarity with medical terminology or experience in a medical office is advantageous.

- Proficient in data entry with attention to detail.

- Ability to multitask and prioritize tasks efficiently.

- Work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patients, visitors, and teammates.

- Demonstrate sound judgment, patience and always maintain a professional demeanor.

- Work in a busy and sometimes hectic environment.

- Creativity, problem analysis and decision making.

- Comply with HIPAA and other federal, state and local regulations as well as maintain the highest degree of confidentiality in patient, visitor and team member matters.

- Computer skills: Microsoft Word, Excel, Outlook, electronic medical records software, contact center software.

- Bilingual proficiency is preferred for effective communication with diverse customers.

Experience & Education

- High school diploma or GED

- Previous hospital or call center experience and knowledge of medical and billing terminology preferred

- General filing, billing, and business office organization experience preferred

- EMR/EHR experience preferred