Position Highlights:
- Position: Inbound Call Center Representative/Patient Access Representative I
- Location: Skokie, IL
- Onsite for the first 6 to 9 months. Option for remote work after 6 to 9 months upon completion of a successful training period
- Full Time/Part Time: [Full Time]
- Hours: Monday-Friday, half day Saturday
Position Overview:
We are currently seeking Call Center Representatives/Patient Access Representatives for our Patient Access Center, located at 4901 Searle Parkway in Skokie. This position is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to NorthShore's health services. The Call Center Rep/Patient Access Rep is also responsible for patient education regarding our available online services. You will be trained to use our online knowledge management tool, including our electronic health record system (EPIC), as a resource to assist with patient calls and issue resolution.
This is a high-volume call center environment, where a Call Center Rep/Patient Access Rep may take on average 55 calls per day.
Schedule:
This is a call center environment and work hours can include evenings, nights, and weekends. Our call center is open Monday-Friday 7am-6pm, Saturday from 7:30am-1pm.
What you will do:
- Handle patients requests, over the phone, for multiple Medical Offices/Hospital departments while applying correct workflows and protocols
- Simultaneously collect information from patients and enter data into our electronic health record system (called EPIC)
- Schedule appointments, procedures, and events at our NorthShore locations
- Register and verify insurance eligibility, informing the patients of their financial responsibility
- Promote key initiatives for Patient Access Center and NorthShore (i.e. online services)
- Adhere to privacy (HIPAA) guidelines when speaking with patients and families
- Route calls to correct administrative and clinical departments after assessing patients’ needs
- Supports departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment
What you will need:
- Education:
- High School Diploma or equivalent (required)
- Associates or Bachelor's Degree (preferred)
- Experience:
- One year of customer service experience (required)
- Inbound call center experience (required)
- Healthcare experience (preferred)
- Prior scheduling (preferred)
- Skills:
- Basic computer skills including proficiencies in Microsoft Windows, Excel, and Outlook, as well as the ability to type 25 words per minute
- Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
- Demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
- Eager to accept educational opportunities as shared through workflow or process changes
NorthShore – Edward-Elmhurst Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals – Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) – all recognized as Magnet hospitals for nursing excellence. Located in Naperville, Linden Oaks Behavioral Health, provides for the mental health needs of area residents. For more information, visit
NorthShore.org
,
SwedishCovenant.org
,
NCH.org
and
EEHealth.org
.
When you work for NorthShore – Edward-Elmhurst Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.
Please explore our website (
www.northshore.org
) to better understand how NorthShore – Edward-Elmhurst Health delivers on its mission to “help everyone in our communities be their best”.
NorthShore – Edward-Elmhurst Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.
Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
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