York, PA | Clerical and Administrative | Tracking Code: 96741

Contact Center Specialist I

Michael Hasircoglu
Sr. Talent Acquisition Consultant

*** Hours are Monday – Friday 8a-12p with a Saturday rotation/ 20 hours per week ***


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



  • Minimum Experience:
    • 1-2 years
  • Minimum Education:
    • High School or G.E.D.
  • Preferred Experience:
    • Preferred Experience Customer service, medical office and/or call center support
  • Required Courses:
    • Medical terminology within 6 months of hire

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Join our team of 20,000 strong working as one. Teamwork, collaboration, partnership—WellSpan Health is an integrated system designed to work as one to build healthier, stronger communities throughout central Pennsylvania and northern Maryland. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

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