Contact Center Specialist I - Sharp Rees-Stealy

What You Will Do
With minimal supervision, Contact Center Specialist supports patients by completing new patient registration, acclimating patients to SRS features and programs. Contact Center Specialist answer incoming calls for Sharp Rees Stealy Medical Centers. CCS are responsible for interacting with patients to obtain demographic information necessary to create or update patient account. Verifies insurance eligibility prior to scheduling appointments utilizing various automated eligibility systems. Operates electronic health record system to obtain and record information; in addition, responsible for clearly and effectively communicating messages to patient/clinic staff. This position is responsible for supporting patients via various communication channels. CCS are expected to provide a provide a high level of customer service in a fast-paced environment while meeting established metrics. Other related duties as assigned.

Required Qualifications

• H.S. Diploma or Equivalent
• 1 Year Relevant work experience in customer service, retail, or call center; or two years of post-secondary education or higher.

Preferred Qualifications

• Experience serving customers in a service-oriented environment, preferably in a call center or medical office.

Essential Functions

• Customer service/Communication
  Provide prompt, accurate, and excellent customer service to internal and external customers utilizing the established quality standards.
  Actively listen and appropriately evaluate the customers’ needs and respond to established policies and procedures.
  Directs caller to appropriate service within SRS or SHC whichever is appropriate.
  Work collaboratively with site partners to accomplish patient needs in an efficient manner.
  Demonstrates effective teamwork with coworkers to provide positive outcomes for patients, internal and external customers as well as peers.
  Able to adhere to Quality Assurance standards providing all callers with excellent customer service.
• Scheduling/Task Management
  Determine appropriate visit type and duration based on patient needs and physician schedule.
  Updates patient demographics, appointment site location and verifies any collector codes.
  Demonstrates ability to navigate electronic health record to schedule appointments with some direction or assistance.
  Creates tasks that are clear and concise and sent with appropriate level of priority.
  Ensures all appropriate options are offered to patient to meet immediate or future needs.
  Screens and directs phone calls, relays accurate and complete messages. Utilizes good grammar, spelling and approved abbreviations.
  Provides accurate and helpful information.
• Verifies and updates insurance and demographic information
  Demonstrates knowledge of insurance type similarities and differences, such as managed care, preferred provider and fee for service.
  Verifies insurance eligibility prior to scheduling appointments utilizing various automated eligibility systems.
  Consistently confirm and update insurance provider and update scheduling comments.
  Provide patients with deposit or copay information as required.
  Reviews insurance and demographic information with patients and takes appropriate action to update changes identified.
• Schedule Adherence
  Effectively manages schedule to ensure optimal phone coverage to support service goal of answering 80% of calls within 30 seconds Utilizes not ready codes appropriately as defined.
  Adheres to assigned start time, breaks and lunch schedules.
  Ensures conformance to schedule by taking the correct amount of time for breaks and lunches.
• Critical Thinking
  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Change Management
  Quickly and easily adapts to changing business needs with minimal intervention from leaders.

Knowledge, Skills, and Abilities

• Ability to work in a fast-paced environment while navigating multiple programs and effectively use on-line resources.
• Excellent telephonic communication with the ability to explain concepts in a clear and articulate manner.
• Ability to multi-task with regular interruptions and maintain a high degree of accuracy.
• Strong computer skills.
• Ability to focus on task while exhibiting a sense of urgency.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class