Call Center Specialist I - Greenway Tech Building - (full-time) - Days/Evenings/Nights

York, PA | Clerical and Administrative | Tracking Code: 56716

Position Summary:

General Summary:

 

 

 

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:

 

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.

 

 

IF ASSIGNED TO PATIENT ACCESS CALL CENTER TEAM:

 

 

The following are specific job accountabilities in addition to essential responsibilities:

1. Will recognize and collect any patient financial responsibility for services during the scheduling and registration process.

2. Understand and identify Plain Community patients and the details involved in their pre-payment process.

3. Provides cost estimates to patients upon request to fulfill WellSpan’s goal of price transparency.

4. Understands and educates patients of any Advanced Beneficiary Notice (ABN) requirements per Medicare guidelines as applicable.

5. Will manually send a questionnaire to all surgical patients, with an active MyWellspan account, as another registration option.

6. Provide scheduling services for the following: Sleep Studies, Bone Density Scans, Mammograms, Ultrasounds, Pulmonary Function Tests, Calcium Scoring, EKGs, and General Imaging.

7. Understands that Patient Access scheduling services will continue to expand.

 

IF ASSIGNED TO REHABILITATION CALL CENTER TEAM:

 

 

The following are specific job accountabilities in addition to essential responsibilities:

1. Provides scheduling and registration services for thirty outpatient rehabilitation locations across five counties.

2. Manages process of initial intake of rehab orders and responds back to the ordering physician’s office with necessary information and instructions.

3. Manages scheduled orders work queue for outpatient rehab, which includes triaging all orders to determine priority, processing duplicate orders and cancelled appointments.

4. Understands and schedules the various types of therapy appointments based on the services being requested by each provider.

5. 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.

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

7. 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.

8. Manages automated call system daily for scheduling and registration phone calls.

9. Maintains positive working relationships with Rehab Front Office Staff and Rehab Leadership.

Required Experience

Minimum Education:

 

High School Diploma or G.E.D.

 

 

Minimum Experience:

 

3 - 6 months

 

 

Minimum Field of Expertise:

 

Customer Service preferred, but not required.


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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