Contact Center Specialist
CurrentPerforms a variety of support functions including, but not limited to, registration and scheduling, telephone management, interviewing patients, insurance/ billing and record management, interviewing and general phone call intake.Duties and Responsibilities:1 Answers incoming calls to a centralized phone queue with exceptional customer service skills. Manages the needs of each patient appropriately.2 Conducts patient interview by telephone, to collect accurate financial, biographic and demographic information for admission or registration.3 Schedules patient appointments to be seen by providers at any WellSpan practice that is appropriate to the patient’s needs.4 Explains financial requirements to the patient or responsible party and collects deposits or deductibles as required. Explains insurance coverages and requirements for precertification/preauthorization, as applicable.5 Registers patients in accordance with established policies and procedures. Understands patient insurance information and correctly enters that information into the billing system.6 Corresponds with clinical teams and physician via the computer system with necessary patient information.7 Pages providers when needed for patient consults.8 Relays medical information to the clinical team to allow them to provide exceptional patient care.9 Communicates with ancillary areas to answer questions for the patient, such as pharmacy, lab, etc..10 Uses the clinical computer system to communicate with medical office staff.11 Maintains established policies and procedures, objectives, quality assessment and safety standards.12 Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.