Job Description

General Summary

Coordinates continuity of care for patients and serves as a resource to the surrounding communities. Uses exceptional customer service practices and represents WellSpan in a professional and positive manner.

Shift

Part Time, Days/Evenings, Fri - 6p-8p

Sat/Sun 8a-5p

Duties and Responsibilities

Essential Functions:

• Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when necessary.
• Provides exceptional customer service, at all times, by identifying and addressing caller needs in a professional, positive, and caring manner. Manages difficult and emotional calls in a calm and empathetic manner.
• Conducts patient interviews to collect accurate demographic information and documents caller’s inquiry within electronic health record for all five hospitals and their ancillary locations that include home health and diagnostic centers.
• Communicates well with departments throughout the health care system and uses appropriate resources available to provide general information to callers as needed.
• Understands and enters information based on the services being provided by each department. Follows all policies and procedures established with those departments.
• Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record – Epic for all five hospitals and their ancillary locations including home health and diagnostic centers. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
• Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
• Promotes the active engagement of all employees and supports recognition of staff accomplishments.
• Uses the secure messaging function to communicate to patients and/or departments.
• Uses appropriate resources available to provide general information to patients as needed.

Common Expectations:

• Maintains appropriate records, reports, and files as required for the department.
• Adheres to established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Completes all Epic training via classroom and virtual settings, as well as new hire department training.
• Participates in educational programs and staff meetings required for the department.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year 3 - 6 months Customer Service Preferred

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills.

Same Posting Description for Internal and External Candidates