Contact Center Specialist Float

Contact Center Specialist Float 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 Float will ensure all calls are executed appropriately, utilizing online tools including patient appointment scheduling EMR software systems (Epic). They will provide a high level of customer service, empathy, and professionalism. The Contact Center Specialist Float will also help fill open shifts, to ensure the contact center department remains efficiently staffed.

The Contact Center Specialist Float 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 Float 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. .

Cross-trains into other Contract Center areas/pods as needed.

Other Duties

Performs other duties as assigned or needed to meet the needs of the department/organization.

Requirements: Minimum of 1 year related experience; demonstrates excellent customer service; ability to work with several different patient care units and level of care providers; demonstrates proficient computer skills with high degree of accuracy, variety of computer tasks.