Call Center Community Resource Specialist - York - (full-time) - Days

York, PA | Clerical and Administrative | Tracking Code: 52894

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General Summary:


Under direct supervision, provides a dual role for the community. The HealthSource call center provides physician referrals, registration for educational classes, and other healthcare services, including Oncology as necessary. The VNA call center coordinates continuity of care for patients between multiple healthcare providers and conducts customer service surveys. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner.


Duties and Responsibilities:


Answers and manages incoming phone calls to the department. Provides exceptional customer service, at all times, by identifying and addressing caller needs in a professional, positive, and caring manner.
Manages difficult and emotional calls in a calm and empathetic manner. Connects calls to appropriate party when required.
Conducts patient interviews to collect accurate demographic and/or financial information to complete class registration or physician referral, in the appropriate computer systems for the requested service.
Manages rosters and payments for educational classes and wait lists, as well as, communicates with coordinators of classes as needed.
Processes requests for physician and service referrals within the system in accordance with applicable policies.
Generates standard consumer, physician, and service follow up letters, as well as labels and prepares mailings.
Fulfills New Mover mailers from community inquiries via post card correspondence.
Communicates well with departments throughout the healthcare system.
Uses appropriate resources available, including the organizations website, to provide general information to callers as needed.
The following are essential job accountabilities for VNA:
Answers and manages incoming phone calls to the department. Triages phone calls and connects to appropriate outlet.
Conducts patient interviews to collect accurate demographic information and documents callers inquiry within electronic medical record system. Routes message to appropriate outlet, or resolves message as appropriate.
Enters, retrieves, and maintains detailed data on confidential records, including clinical information, into computer system for access to home health care.
Coordinates continuity of care for patients between multiple healthcare providers such as physicians, skilled nursing facilities, hospitals, the VNA and Community Services using faxes, phone calls, emails, letters, and other electronic communications.
Communicates well with departments throughout the healthcare system and uses appropriate resources available to provide general information to callers as needed.
Conducts customer service surveys after admission to the VNA.
Manages the Rightfax and Lexmark utilities, simultaneously, and processes accordingly.


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

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

Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation.

Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more — within an easy drive of major East Coast cities.

York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)

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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