Home / Contact Center Specialist (Full-time, 32 hrs per week / Day Shift)

Contact Center Specialist (Full-time, 32 hrs per week / Day Shift)


Summary

Please Post Hours Monday, Tuesday, Thursday, and Friday 10:00AM-6:30 PM. Occasional Saturday 8:00-12:00. No Holidays.

Job Description

FullTime: 32 hrs per week. Monday, Tuesday, Thursday, and Friday 10:00AM-6:30PM. Occasional Saturday 8:00AM to 12:00PM. 

This position is located at the Mill Building in Lititz, PA. 

ATTENTION: Please be aware that, if you are an external applicant, you may need to complete an online assessment as part of the hiring process. This assessment will be sent to the e-mail address that you included in your application. Please note: Some e-mail accounts may receive the assessment e-mail in their junk/spam e-mail. This assessment must be completed within 5 days of receiving it. For more information regarding the assessment, please click HERE.

POSITION SUMMARY: The Contact Center Specialist provides complete and accurate patient scheduling, registration, insurance verification, ordering of tests and coordination of applicable screening, diagnostic, physician office and outpatient hospital services. This position assists customers with their stated and unstated needs by offering guidance and support, while making personal connections with each customer. 

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

  • Provides customer service by identifying and addressing customer needs and builds positive interpersonal relationships with customers and team members. Uses sound judgment in handling calls, especially with difficult interactions. Engages personally with the patient and demonstrates strong interpersonal skills via empathy, compassion, and celebration when appropriate.
  • Demonstrates ability to successfully adapt and perform during times of high contact volumes, excessive wait times, and patient acuity, as well as adapt to frequent changes to procedures and workflows.  Demonstrates skills to serve both outpatient and physician office customers, as needed.
  • Interviews customer to collect and document accurate and comprehensive registration information including first level financial clearance. Performs required referral/authorization processes and enters orders for applicable tests.
  • Demonstrates knowledge of insurance company coverage and referral/authorization requirements of payors. Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses.
  • Schedules appointments that meet the customer’s needs while following all departmental and organizational guidelines; disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, appropriate attire to wear, directions to sites, and any other instructions.
  • Actively monitors and completes workqueues including but not limited to patient, outreach, and referral workqueues.
  • Exhibits commitment to using all available training and reference materials, as well as, effective problem solving techniques when issues arise. Takes initiative to seek out any missed training or educational updates that may have occurred during absence.
  • Remains up-to-date with scheduling and department protocols, including but not limited to escalation protocols, insurance/authorization rules, and practice-specific guidance for scheduling. Demonstrates ability to retain and apply these protocols before seeking out assistance.
  • Documents in patients’ charts clearly and concisely, using all available tools, including non-clinical chart review, to provide appropriate and accurate information to customers.
  • Notifies appropriate leadership channels, when necessary, of any escalated scheduling needs or issues and keeps them informed of all extenuating circumstances.
  • Meets the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and adherence to schedule. Contributes ideas for departmental and process improvement. Celebrates the successes of coworkers by recognizing their contributions.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

  • Other duties and special projects that are assigned by management.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

  • High school diploma or equivalent required.
  • One (1) year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
  • One (1) year experience with keyboarding, personal computer use, and other office setting equipment.

PREFERRED QUALIFICATIONS:

  • Three (3) years of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
  • One (1) year of registration experience, point of service collection, insurance validation, understanding of compliance /regulatory guidelines and order release process(es).
  • One (1) year of Epic (or equivalent Electronic Medical Record) experience preferred.
  • One (1) year prior experience of Revenue Cycle in a Hospital/Medical Office Setting preferred.

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Benefits At A Glance:

PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:

  • 100% Tuition Assistance at The Pennsylvania College of Health Sciences
  • Paid Time Off and Paid Holidays
  • Shift, Weekend and On-Call Differentials
  • Health, Dental and Vision Coverage
  • Short-Term and Long-Term Disability
  • Retirement Savings Account with Company Matching
  • Child Care Subsidies
  • Onsite Gym and Fitness Classes

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

 

Search Firm Representatives please read carefully: PENN MEDICINE LANCASTER GENERAL HEALTH is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any employee at PENN MEDICINE LANCASTER GENERAL HEALTH via-email, the Internet or directly to hiring managers at Penn Medicine Lancaster General Health in any form without a valid written search agreement in place for that position will be deemed the sole property of PENN MEDICINE LANCASTER GENERAL HEALTH, and no fee will be paid in the event the candidate is hired by PENN MEDICINE LANCASTER GENERAL HEALTH as a result of the referral or through other means.

MILL Full Time Posted on 07/01/2022