Contact Center Specialist I

York, PA | Clerical and Administrative | Tracking Code: 71856

*** Opportunity to work from home after approximately 6-12 weeks of onsite training  ***

 

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

Essential Accountabilities:

  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
 

NonEssential Accountabilities:

  1. Establishes and maintains files and records on an ongoing basis.
  2. Attends meetings as required.
  3. Performs other related duties as identified.
 

Common Expectations:

  1. Maintains established policies and procedures, objectives, quality assessment and safety standards.
  2. Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
 

Qualifications

  • Notes:
    • Other combinations of formal education, training and experience may be considered.
  • Minimum Experience:
    • 1-2 years
  • 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
  • Physical Demands:
    • Mostly sedentary work
    • Occasional prolonged standing/walking
    • Lifts supplies/equipment
    • Occasional reaching, stooping, bending, kneeling, crouching

 

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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. 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.

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)