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WellSpan Health
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Job Location: York, PA
Job Type: Part-Time
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Call Center Specialist - Access Call Center - PT
Tracking Code 26873
Job Description
General Summary:
Under direct supervision of the Manager-Access Center, registers and schedules patients in advance via telephone for services provided throughout WellSpan. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner.
Duties and Responsibilities:
The following are essential job accountabilities:
1 Answers and manages a high volume of fast paced incoming phone calls to the center. Provides exceptional customer service at all times by identifying and addressing patient needs in a professional, positive, and caring manner.
2 Conducts patient interviews by telephone to collect accurate demographic and financial information to complete registrations in advance for services provided throughout all of WellSpan. Patients initiate the phone call to the center.
3 Manages process of internet registrations and any mail in forms such as OB Preadmit Forms submitted by patients and responds appropriately back to patient with necessary information and instructions.
4 Enters and maintains detailed information on confidential records for patients in various computer systems.
5 Understands and enters correctly the various types of registrations based on the services being provided by each particular department. Follows all policies and procedures established with those departments.
6 Understands and demonstrates knowledge of insurance and enters information appropriately into registration system. Identifies any specific requirements such as prior authorizations or medical necessity to ensure correct billing and timely reimbursement. Verifies insurance coverage utilizing electronic systems available.
7 Understands and demonstrates knowledge of ICD9 (diagnosis) coding per patients symptoms and/or physicians orders and enters information appropriately into registration system.
8 Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
9 Understands and utilizes the enterprise scheduling system. Schedules general imaging studies, screening mammograms, EKGs, dexascans and calcium scoring exams as needed at time of registration.
10 Uses appropriate resources available to provide general information to patients as needed.
IF ASSIGNED TO REHABILITATION MEDICINE CALL CENTER TEAM:
11 Schedules patient initial evaluation appointments for all Rehab Medicine sites according to guidelines established and completes full registration if patient is available at that time of initial phone call.
12 Contacts patients that are scheduled by the sites or the physician offices utilizing a report to complete the full registration.
13 Provides necessary information to patients such as arrival times, appropriate attire to wear, directions to sites, and any other instructions when completing the full registration.
14 Corresponds with clinical and front office teams at the sites when necessary to ensure proper scheduling of patients.
15 Monitors and maintains the Wait Lists
16 Documents and monitors the SharePoint online site of the prescriptions received via fax from the Rehab sites on a daily basis.
17 Maintains script folders on a weekly basis, discarding any out-dated scripts.
18 Consistently checks the fax machine and the RCC bin for any new faxed scripts throughout each day.
19 Initiates the daily morning connection and sends out an email to the York and Gettysburg sites communicating any scheduling challenges and needs for the upcoming week.
20 Notifies clinical supervisors directly, when necessary, of any urgent scheduling needs and keeps them informed of all extenuating circumstances.
21 Manages and maintains information and contacts patients utilizing various reports on a daily basis.
22 Attends Rehab meetings and any Team Building events in York and Gettysburg.
Department Description:
The Access Call Center is a customer service oriented department that registers patients receiving care at all three hospitals, ensuring each and every caller has a positive impression of WellSpan at all times.
Working in this department requires the ability to handle a high volume of telephone calls, as well as the ability to work at a fast pace with exceptional attention to detail.
About Wellspan:
WellSpan Health is a not-for-profit, community based health care system serving more than 650,000 people in south central Pennsylvania and northern Maryland. York Hospital, a 570+ bed, Level 1 Trauma Center, Magnet designated community teaching hospital, and Gettysburg Hospital, a 76-bed acute-care facility, are the cornerstones of the health system. In April 2012, WellSpan Health opened the WellSpan Surgery and Rehabilitation Hospital a 73-bed state-of-the art hospital, to care for patients recovering from strokes, traumas, chronic disease complications and orthopedic injuries. The organization has received significant, national recognition, including being named a "Top 100 Integrated Health Network" by Verispan, being one of the "Top 25 Connected Healthcare Facilities" by Health Imaging and IT. WellSpan Health is an integrated health system with more than 60 care sites, more than 8,700 employees and seven residency programs.
The Community:
WellSpan Health facilities are located in York and Adams counties, which offer an ideal living environment to match the quality of work-life balance youre seeking. Both communities offer abundant outdoor and cultural activities, including restaurants, theatre, golf courses, hiking trails, water sports and historic tours. The communities are a short drive from several, large metropolitan areas including the Baltimore/DC metro area and Philadelphia.
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Required Skills
- Excellent verbal and written skills
- Able to work in a team environment
Required Experience
- 3 - 6 months customer service experience preferred
- 3 6 months medical terminology experience preferred
Job Location York, Pennsylvania, United States
Position Type Part-Time
Schedule: Days
Additional Scheduling Info: Typical schedule will be M & W 9:30am - 6pm, Sat 7am-3:30pm one week and W & F 9:30am-6pm second week.
Additional Requirements: N/A
WellSpan Health
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