Contact Center Specialist

The Contact Center Specialist will be 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 will ensure 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.

The Contact Center Specialist will also demonstrate exceptional customer service skills; responsiveness, empathy, and willingness to assess and respond to individual patient needs 100% of the time. In addition, they will also demonstrate 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 will also maintain 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.

Requirements: HS diploma or GED; one year of related experience.

Knowledge and skills:

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

Licenses, certification, and registration:
HBI Orientation Level I Course

Within 2 Months of Start Date

Required

HBI Medical Terminology Course

Within 6 Months of Start Date

Required

HBI Orientation II Course

Within 12 Months of Start Date

Required