Contact Center Specialist (20 Hours/Week)

Contact Center Specialist (20 hours/week)POSITION SUMMARY: The Contact Center Specialist provides complete and accurate scheduling, registration, insurance verification, ordering of tests and coordination of applicable physician office and outpatient hospital services. This position assists patients with their stated and unstated needs by offering guidance and support while ensuring personal connections with each patient are made.
HOURS: Morning Hours Monday-Friday
No weekends or Holidays
20 hours per week, 0.5 FTE
Option to work from home after introductory period.
ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
The Contact Center Specialist I is fully trained in one of the two phases (I or III) outlined below.PHASE ISchedule Lab, Xray, EKG, DEXA and Breast Imaging appointmentsAccurately enter ancillary orders which may include the need to interpret medical terminology given by other medical personnelRecognize and obtain the key items required when entering orders such as the ordering provider and the diagnosis code(s)Accurately obtain and enter the patient's insurance information into the computer systemDetermine whether an appointment will require an insurance referral or authorization (and enter into system upon receipt) to ensure insurance payment is receivedRead and interpret the electronic verification responses received for insurance and update the system according to the responsesPHASE IIIAddress phone calls for Family Medicine and Specialty Medicine physician offices which may include scheduling appointments, creating encounters, transferring calls to TriageSchedule appointments in accordance to the instructions provided within the internal resource guide to ensure proper protocols are followedAdhere to the approved Escalation Protocols by prompting the patient with additional questions to determine the best course of action for the patient's safety (i.e. schedule an appointment, transfer to Triage Nurse, call 911)Create and send telephone and triage encounters to physician offices using professional grammar and language to accurately relay the patient's messageCollaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely mannerObtain the patient's insurance information to confirm participation and coverageSECONDARY FUNCTIONS:Provide customer service by identifying and addressing patients' needs through engaging personally and demonstrating strong interpersonal skillsDemonstrate the ability to successfully adapt to frequent changes of procedures, protocols and workflowsDocument in patients' charts clearly and concisely to provide appropriate and accurate information to clinical personnelCompletes other duties and special projects that are assigned by management.JOB REQUIREMENTS MINIMUM REQUIRED QUALIFICATIONS: High school diploma or equivalent (GED).One (1) year of clerical, customer service, or administrative support experience in a highly customer oriented organizationOne (1) year experience with keyboarding, personal computer use, and other office setting equipmentPREFERRED QUALIFICATIONS: Three (3) years of clerical, customer service, or administrative support experience in a highly customer oriented organizationOne (1) year of medical office or hospital outpatient scheduling/registration experienceOne (1) year of electronic medical record experienceOne (1) year of prior revenue cycle in a medical office or hospital settingCOGNITIVE REQUIREMENTS Attention/Concentration: The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others.
The position requires the ability to attend to more than one aspect of a situation simultaneously. It is highly likely that multiple task demands are going to be required of the individual at the same time.New Learning and Memory: The following level of ability is essential for the jobholder to learn and retain material.
The position requires that an individual be able to learn new tasks quickly and effectively. Job requirements change frequently. The ability to understand and carry out detailed, involved instructions is mandatory.Problem Solving, Reasoning and Creative Thinking: The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought.
The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions. Some independent thought, planning or origination of options and solutions is necessary. The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.APTITUDES: The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act.
Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.
EQUIPMENT USAGE REQUIREMENTS Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies
Software: Microsoft Office Products, Electronic Medical Record System
PHYSICAL REQUIREMENTS Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100% Body Position/Movement: Sit: Continuously 71-100% Stand: Rarely 0-10% Walk: Rarely 0-10% Bend: Rarely 0-10% Push: Rarely 0-10% Pull: Rarely 0-10% Kneel/Squat: Rarely 0-10% Reach: Rarely 0-10% Twist: Rarely 0-10% Balance: Rarely 0-10% Climb: Rarely 0-10%Lifting: Degree of physical exertion is: Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.Sensory Abilities specifically required: VisionHearingPHYSICAL ENVIRONMENT WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates, and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole. Incumbent must be able to perform all job functions safely.
Benefits At A Glance:PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees:
100% Tuition Assistance at The Pennsylvania College of Health SciencesPaid Time Off and Paid HolidaysShift, Weekend and On-Call DifferentialsHealth, Dental and Vision CoverageShort-Term and Long-Term DisabilityRetirement Savings Account with Company MatchingChild Care SubsidiesOnsite Gym and Fitness ClassesDisclaimer PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

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