Contact Center Specialist-

York, PA | Clerical and Administrative | Tracking Code: 97958


Full time (80 hours biweekly)

Day/evening rotation (varied start time between 8am - 11:30am)

Possible weekend rotation

Salary is commensurate with experience


Job Description:

Under the general supervision of the Supervisor-Centralized Services and the Manager-WMG Contact Center, performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.


Duties and Responsibilities

  1. Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
  2. Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
  3. Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
  4. Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient’s Electronic Health Record as appropriate)
  5. Maintain accurate and comprehensible documentation of caller’s needs in the patient’s EHR
  6. Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
  7. Build sustainable relationships and engage customers by going the extra mile
  8. Schedule patient appointments within established parameters
  9. Collect accurate financial and demographic information for registration when necessary
  10. Pages providers as needed for consults
  11. Meet department/team qualitative and quantitative targets
  12. Possess strong computer skills and the ability to maneuver multiple resources
  13. Utilize communication “scripts” when handling specific topics
  14. Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction


  • Minimum Experience:
    • 1-2 years customer service or call center experience preferred
  • Minimum Education:
    • High School or G.E.D.
  • Preferred Experience:
    • Customer service, medical office and/or call center support
    • Req Course(s)/TrainingMedical terminology within 6 months of hire
Michael Hasircoglu
Sr. Talent Acquisition Consultant

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WellSpan invests in you!

Join WellSpan, where we invest in our team members:

  • $17 minimum wage starting July 2, 2023
  • Enhanced weekend differential for most hourly employees
  • More than $245M invested in merit increases, rewards and educational support in the past two years
  • Competitive salaries, benefits, paid time off and a commitment to diversity

Join us and make a difference.

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  • Sign-on incentives for new employees
  • 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
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WellSpan Health recognizes and honors the diversity of our team members, patients and neighbors, and we embrace all the human characteristics that make us similar and unique. We strive to make every person feel welcomed, respected and valued by creating a safe and inclusive environment to which we all feel a sense of belonging. We are equally committed to ensuring all team members have the opportunity to excel and are positioned for success through equitable policies, practices and resources.

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability or any other legally protected characteristic. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

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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)

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