Job Description

Schedule

Full-Time: 40 hours/week

Monday - Friday: 8:00 am to 4:30 pm alternating with 8:30 am to 5:00 pm

General Summary

Provides superior customer service as the first point of contact to physicians and advance practice practitioners via the Provider Service Center. Answers questions and provides guidance and support. Fosters teamwork and practices fiscal responsibility through improvement and innovation in expanding the organizations mission, vision, and values.

Duties and Responsibilities

Essential Functions:

• Provides superior customer service to all individuals reaching out to the Provider Service Center for assistance.
• Utilizes Best Practices during every interaction to ensure superior service.
• Offers multiple ways individuals can connect for assistance such as phone call, email, chat, other.
• Provides timely follow-up to inquiries.
• Provides technical solutions at the end user level for multiple systems.
• Provides coaching support to end users for all self-service functionality related to LMS, Concur, HR, WFM, Payroll solutions, as appropriate.
• Answers questions and provides guidance related to Credentialing/Contracting process, Human Resources (HR), Continuing Medical Education, Payroll, and Travel logistics and reimbursements.
• Guides end users through self-service tasks and provides education.
• Transfers escalated needs to appropriate functional area in a timely manner.
• Provides a warm transfer to ensure the best possible experience for the individual that needs assistance.
• Provides service recovery when needed, help identify and resolve concerns.
• Supports department projects and participates in work teams as assigned.

Common Expectations:

• Attends all department education sessions and LMS (Learning Management System) required courses.
• Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Qualifications

Minimum Education:

• High School Diploma or GED Required
• Associates Degree Preferred

Work Experience:

• 2 years Relevant experience. Required
• Customer service/call center previous experience. Preferred

Knowledge, Skills, and Abilities:

• Microsoft Office.
• Attention to detail.
• Conflict resolution skills.
• Communications/interpersonal skills.
• Multi-tasking via different systems continuously.
• Critical thinking skills.
• Mental stamina for a high-volume service center.
• Individual and teamwork skills with agility to fluctuate between both fluidly.

WellSpan Health’s vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region’s largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.