Altru Health System

Contact Center Specialist

Location
Grand Forks, ND
Salary
Join our team!
Posted
Aug 12, 2019
Ref
24990
Industry
Healthcare
Role
Other
Job Type
Long-Term
Job Summary

The Contact Center Specialist is responsible for answering incoming calls for the contact center, responding to a variety of patient requests, and handling inquiries from providers and the hospital. The Contact Center Specialist ensures all calls are executed appropriately utilizing online tools including patient appointment scheduling EMR software systems (Epic) while providing a high level of customer service, empathy, and professionalism. In addition, the specialist also demonstrates flexibility and willingness to work professionally with physician practice clinical and administrative staff, nursing, and ancillary departments, to maintain a team approach. The Contact Center Specialist maintains confidentiality of all patient information in accordance with Organization Policies, HIPPA and PCI regulations and ensures compliance with all regulatory requirements as identified by OIG, JCAHO, CMS, etc.
Essential Job Functions
Manages faxes, uploads orders into the EMR, and transcribes orders using the appropriate EMR fields. Contacts referring providers for missing information necessary to transcribe the order

Schedules and registers new and established patients, verifies & updates all insurance & demographic information and is accountable for collecting accurate data.
Demonstrates understanding of hospital related services and medical tests.

Proactively calls patients to schedule using the appropriate schedulable orders workqueue.
Conducts follow-up scheduling activities using the following worklists: Reschedule Report, Follow-up Worklist, Recall List, and Wait List. .

Performs other duties as assigned or needed to meet the needs of the department/organization.
  • Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
  • Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
  • Demonstrates knowledge and understanding of and compliance with:
    • All pertinent safety, health and environmental policies, procedures and guidelines.
    • Working safely, without causing harm or risk to self, others or property.
    • The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
    • The use of all safety equipment and personal protective equipment.
Education & Experience
Degree/Diploma

Program of Study

Required/Preferred

Associate's

Healthcare

Preferred

Experience

Required/Preferred

A minimum of 1 year of related experience

Preferred
Knowledge & Skills
Title

Required/Preferred

Demonstrates proficient computer skills with a high degree of accuracy - variety of computer tasks.

Required

Ability to work with several different patient care units and level of care providers.

Required

Demonstrates excellent customer service skills.

Required

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