Contact Center Specialist I

Summary

Job Description

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

HOURS: 20 hours/week Monday- Friday dayshift hours between 9am-6pm. Occasional Saturday Rotation 8:00A-12Noon. The option to work from home may be possible after approximately 6 months on the job if the employee is meeting performance expectations.

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

• The Contact Center Specialist I is fully trained in one of the two phases (I or III) outlined below.

• PHASE I
  • Schedule Lab, Xray, EKG, DEXA and Breast Imaging appointments
  • Accurately enter ancillary orders which may include the the need to interpret medical terminology given by other medical personnel
  • Recognize and obtain the key items required when entering orders such as the ordering provider and the diagnosis code(s)
  • Accurately obtain and enter the patient’s insurance information into the computer system
  • Determine whether an appointment will require an insurance referral or authorization (and enter into system upon receipt) to ensure insurance payment is received
  • Read and interpret the electronic verification responses received for insurance and update the system according to the responses
• PHASE III
  • Address phone calls for Family Medicine and Specialty Medicine physician offices which may include scheduling appointments, creating encounters, transferring calls to Triage
  • Schedule appointments in accordance to the instructions provided within the internal resource guide to ensure proper protocols are followed
  • Adhere to the approved Escalation Protocols by prompting the patient with additional questions to determine the best course of action for the patient’s safety (i.e. schedule an appointment, transfer to Triage Nurse, call 911)
  • Create and send telephone and triage encounters to physician offices using professional grammar and language to accurately relay the patient’s message
  • Collaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely manner
  • Obtain the patient’s insurance information to confirm participation and coverage

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

• Provide customer service by identifying and addressing patients’ needs through engaging personally and demonstrating strong interpersonal skills
• Demonstrate the abilty to successfully adapt to frequent changes of procedures, protocols and workflows
• Document in patients’ charts clearly and concisely to provide appropriate and accurate information to clinical personnel
• Completes other duties and special projects that are assigned by management.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

• High school diploma or equivalent (GED).
• 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 medical office or hospital outpatient scheduling/registration experience
• One (1) year of electronic medical record experience
• One (1) year of prior revenue cycle in a medical office or hospital setting

Disclaimer:This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.

Disclaimer