Call Center Specialist I

Lebanon, PA | Clerical and Administrative | Tracking Code: 64004

Job Description:

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


Duties and Responsibilities

Essential Accountabilities:

  1. Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when assigned. 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 scheduled services for all five hospitals and their ancillary locations that include surgery and diagnostic centers.
  3. Enters and maintains detailed information on confidential records for patients.
  4. Manages all pre-registration and pre-admission work queues within the Electronic Health Record – Epic for all five hospitals and their ancillary locations that include surgery and diagnostic centers.
  5. Manages and completes registrations completed within the online portal, MyWellSpan, for all five hospitals and their ancillary locations that include surgery and diagnostic centers.
  6. Understands and enters correctly the several types of registrations based on the services being provided by each department. Follows all policies and procedures established with those departments.
  7. Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
  8. Provides scheduling services for various diagnostic/ancillary service lines across the organization.
  9. When scheduling and registering via phone, using a paper order provided to patient, understands and recognizes what information is required to obtain when transcribing physician order into Epic. This involves understanding the patient’s symptoms and/or physician’s orders, including diagnosis, physician verbiage and department specifications.
  10. When scheduling via phone, using the electronic provider order, understands the steps needed to schedule and register the appropriate service, paying attention to the details of the patient’s diagnosis, physician verbiage, and department specifications.
  11. Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
  12. Promotes the active engagement of all employees and supports recognition of staff accomplishments.
  13. Uses the secure messaging function to communicate to patients and/or departments.
  14. Uses appropriate resources available to provide general information to patients as needed.




  1. The following are specific job accountabilities in addition to essential responsibilities:
  2. Will recognize and collect any patient financial responsibility for services during the scheduling and registration process.
  3. Understand and identify Plain Community patients and the details involved in their pre-payment process.
  4. Provides cost estimates to patients upon request to fulfill WellSpan’s goal of price transparency.
  5. Understands and educates patients of any Advanced Beneficiary Notice (ABN) requirements per Medicare guidelines as applicable.
  6. Will manually send a questionnaire to all surgical patients, with an active MyWellspan account, as another registration option.
  7. Provide scheduling services for the following: Oncology Genetic Counseling, Sleep Studies, Bone Density Scans, Mammograms, Ultrasounds, Pulmonary Function Tests, Calcium Scoring, EKGs, and General Imaging.
  8. Understands that Patient Access scheduling services will continue to expand.





  1. The following are specific job accountabilities in addition to essential responsibilities:
  2. Provides scheduling and registration services for thirty outpatient rehabilitation locations across five counties.
  3. Manages process of initial intake of rehab orders and responds back to the ordering physician’s office with necessary information and instructions.
  4. Manages scheduled orders work queue for outpatient rehab, which includes triaging all orders to determine priority, processing duplicate orders and cancelled appointments.
  5. Understands and schedules the various types of therapy appointments based on the services being requested by each provider.
  6. 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.
  7. Corresponds with clinical and front office teams at the sites, when necessary, to ensure proper scheduling of patients.
  8. Uses secure messaging in Epic to notify clinical supervisors directly and front office staff, when necessary, of any urgent scheduling needs and keeps them informed of all extenuating circumstances.
  9. Manages automated call system daily for scheduling and registration phone calls.
  10. Maintains positive working relationships with Rehab Front Office Staff and Rehab Leadership.




  • Minimum Experience:
    • 3 - 6 months
    • Min Field of ExpertiseCustomer Service preferred, but not required.
  • Minimum Education:
    • High School Diploma or G.E.D.
  • Skills:
    • OtherExcellent communication and interpersonal skills.
    • The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Similar Opportunities

Why WellSpan Health?

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization comprises a multispecialty medical group of more than 1,600 physicians and advanced practice providers, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 20,000 employees and 200 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.

Employment Benefits

  • Sign-on incentives for new employees (click here for details)
  • Medical, dental and vision insurance
  • Life and accidental death insurance
  • Supplemental life insurance
  • Retirement savings plan
  • Paid time off (PTO)
  • PTO bridging
  • Short-term disability
  • Educational assistance
  • Forgivable loan
  • Flexible spending
  • Credit union
  • Employee recreational activities
  • Childcare
  • Complimentary medicine discounts

Diversity & Inclusion

Welcome. Respect. Value.

Wellspan Health believes that diversity includes all the human characteristics that make each of us similar as well as different. We strive to make every person feel welcomed, respected, and valued while creating a safe and inclusive environment where we all have the individual freedom to express our uniqueness in a respectful manner.

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.

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)