Call Center Specialist - Lebanon- (full-time) - Days/Evenings

Lebanon, PA | Clerical and Administrative | Tracking Code: 52979

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General Summary:



Under direct supervision, registers and schedules patients, in advance, via telephone for services provided by Wellspan Rehabilitation. Uses exceptional customer service practices and represents WellSpan in a professional and positive manner.


Duties and Responsibilities:

Answers and manages a high volume of fast-paced, incoming phone calls to the department. Provides exceptional customer service, at all times, by identifying and addressing patient needs in a professional, positive, and caring manner. 
Schedules patients initial evaluation appointments for all outpatient Rehabilitation sites, per guidelines established, and completes full registration, if patient is available at that time of initial phone call.
Conducts patient interviews by telephone to collect accurate demographic to complete registrations in advance for services provided by WellSpan Rehabilitation. 
Manages process of initial intake of rehab orders and responds back to the ordering physicians office with necessary information and instructions.
Enters and maintains detailed information on confidential records for patients within the computer system.
Understands and schedules the various types of therapy appointments based on the services being requested by each provider. Follows all policies and procedures established within the department.
Understands and demonstrates knowledge of insurance and enters information appropriately into registration system. Verifies insurance coverage utilizing electronic system available.
Understands and utilizes the enterprise scheduling system, as well as follows any annotations within system for accurate scheduling.
Uses appropriate resources available to provide general information to patients as needed.
Provides necessary information to patients such as arrival times, appropriate attire to wear, directions to sites, and any other instructions when completing the full registration.
Corresponds with clinical and front office teams at the sites, when necessary, to ensure proper scheduling of patients.
Monitors and maintains the Lexmark utility for incoming orders received, per protocols, from ordering providers.
Notifies clinical supervisors directly, when necessary, of any urgent scheduling needs and keeps them informed of all extenuating circumstances. 
Manages automated call system daily for scheduling and registration phone calls. 
Maintains positive working relationships with Rehab Front Office Staff and Rehab Leadership.


Department Description:

The Access Call Center is a customer service oriented department that registers patients receiving care at all three hospitals, ensuring each and every caller has a positive impression of WellSpan at all times.

Working in this department requires the ability to handle a high volume of telephone calls, as well as the ability to work at a fast pace with exceptional attention to detail.
Required Experience

Minimum Education:               


High School or G.E.D.



Minimum Experience:           


3 - 6 months




Minimum Field of Expertise:             


Customer Service preferred, but not required; Medical Terminology preferred (will train qualified candidate within first six months of employment)


Quality of Life

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization is comprised of a multispecialty medical group of more than 1,200 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, six respected hospitals, more than 15,000 employees, and 140 patient care locations. WellSpan is a charitable, mission-driven organization, committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Quality of Life
Quality of Life

Formed in 1813, Lebanon is a quaint city of 25,700 residents. The area, rich in heritage and the small-town charm of yesteryear, features sites on the National Register of Historic Places, museums, scenic parks and recreation facilities, performing arts theaters, artists' studios, a farmers' market and dining establishments for all tastes.

Life in Lebanon County offers affordable housing and options for pursuing higher education. Residents can find local employment in manufacturing, retail, arts and entertainment, healthcare and service sectors. Located in southcentral Pennsylvania, Lebanon is within an easy driving distance to Harrisburg, Lancaster, Reading and York. (Patient population: 140,000)

Equal Opportunity Employment

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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