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

Lebanon, PA | Clerical and Administrative | Tracking Code: 50965

General Summary:




Under direct supervision of the Manager-Access Center, registers and schedules patients in advance via telephone for services provided throughout WellSpan. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner.




Duties and Responsibilities:



   1   Answers and manages a high volume of fast paced incoming phone calls to the center. Provides exceptional customer service at all times by identifying and addressing patient needs in a professional, positive, and caring manner.

   2   Conducts patient interviews by telephone to collect accurate demographic and financial information to complete registrations in advance for services provided throughout all of WellSpan. Patients initiate the phone call to the center.

   3   Manages process of internet registrations and any mail in forms such as OB Preadmit Forms submitted by patients and responds appropriately back to patient with necessary information and instructions.

   4   Enters and maintains detailed information on confidential records for patients in various computer systems.

   5   Understands and enters correctly the various types of registrations based on the services being provided by each particular department. Follows all policies and procedures established with those departments.

   6   Understands and demonstrates knowledge of insurance and enters information appropriately into registration system. Identifies any specific requirements such as prior authorizations or medical necessity to ensure correct billing and timely reimbursement. Verifies insurance coverage utilizing electronic systems available.

   7   Understands and demonstrates knowledge of ICD9 (diagnosis) coding per patient’s symptoms and/or physician’s orders and enters information appropriately into registration system.

   8   Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.

   9   Understands and utilizes the enterprise scheduling system. Schedules general imaging studies, screening mammograms, EKGs, dexascans and calcium scoring exams as needed at time of registration.

10   Uses appropriate resources available to provide general information to patients as needed.



11   Schedules patient initial evaluation appointments for all Rehab Medicine sites according to guidelines established and completes full registration if patient is available at that time of initial phone call.

12   Contacts patients that are scheduled by the sites or the physician offices utilizing a report to complete the full registration.

13   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.

14   Corresponds with clinical and front office teams at the sites when necessary to ensure proper scheduling of patients.

15   Monitors and maintains the Wait Lists

16   Documents and monitors the SharePoint online site of the prescriptions received via fax from the Rehab sites on a daily basis.

17   Maintains script folders on a weekly basis, discarding any out-dated scripts.

18   Consistently checks the fax machine and the RCC bin for any new faxed scripts throughout each day.

19   Initiates the daily morning connection and sends out an email to the York and Gettysburg sites communicating any scheduling challenges and needs for the upcoming week.

20   Notifies clinical supervisors directly, when necessary, of any urgent scheduling needs and keeps them informed of all extenuating circumstances.

21   Manages and maintains information and contacts patients utilizing various reports on a daily basis.

22   Attends Rehab meetings and any Team Building events in York and Gettysburg.


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

About WellSpan
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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