Call Center Specialist (Patient Access) - York - (part-time) - Days/Evenings/Nights (50769)

Wellspan Health System York, PA
General Summary:

Under direct supervision, registers and schedules patients, in advance, via telephone for services provided by Wellspan Rehabilitation. Uses exceptional customer service practices and represents WellSpan in a professional and positive manner.

Duties and Responsibilities:

Answers and manages a high volume of fast-paced, incoming phone calls to the department. Provides exceptional customer service, at all times, by identifying and addressing patient needs in a professional, positive, and caring manner.

Schedules patients initial evaluation appointments for all outpatient Rehabilitation sites, per guidelines established, and completes full registration, if patient is available at that time of initial phone call.

Conducts patient interviews by telephone to collect accurate demographic to complete registrations in advance for services provided by WellSpan Rehabilitation.

Manages process of initial intake of rehab orders and responds back to the ordering physicians office with necessary information and instructions.

Enters and maintains detailed information on confidential records for patients within the computer system.

Understands and schedules the various types of therapy appointments based on the services being requested by each provider. Follows all policies and procedures established within the department.

Understands and demonstrates knowledge of insurance and enters information appropriately into registration system. Verifies insurance coverage utilizing electronic system available.

Understands and utilizes the enterprise scheduling system, as well as follows any annotations within system for accurate scheduling.

Uses appropriate resources available to provide general information to patients as needed.

Provides necessary information to patients such as arrival times, appropriate attire to wear, directions to sites, and any other instructions when completing the full registration.

Corresponds with clinical and front office teams at the sites, when necessary, to ensure proper scheduling of patients.

Monitors and maintains the Lexmark utility for incoming orders received, per protocols, from ordering providers.

Notifies clinical supervisors directly, when necessary, of any urgent scheduling needs and keeps them informed of all extenuating circumstances.

Manages automated call system daily for scheduling and registration phone calls.

Maintains positive working relationships with Rehab Front Office Staff and Rehab Leadership.

Required Experience

Minimum Education:

High School or G.E.D.

Minimum Experience:

3 - 6 months

Required Course(s)/Training:

Medical Terminology within first six months of employment