Call Center Specialist - York - (part-time) - Days/Evenings/Nights

York, PA | Clerical and Administrative | Tracking Code: 51881

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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.

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

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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