Contact Center Specialist

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 work queue. 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.

Education & Experience

Associate's in Healthcare; Preferred

A minimum of 1 year of related experience; Preferred

Knowledge & Skills

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

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

Demonstrates excellent customer service skills.