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Full time (80 hours biweekly)

Monday - Friday 8:00am - 4:00pm

General Summary

Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.

Duties and Responsibilities

Essential Functions:

+ Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner

+ Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff

+ Identify customers needs, clarify information, research issues and provide solutions and/or alternatives

+ Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patients Electronic Health Record as appropriate)

+ Maintain accurate and comprehensible documentation of callers needs in the patients EHR

+ Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice

+ Build sustainable relationships and engage customers by going the extra mile

+ Schedule patient appointments within established parameters

+ Collect accurate financial and demographic information for registration when necessary

+ Pages providers as needed for consults

+ Meet department/team qualitative and quantitative targets

+ Possess strong computer skills and the ability to maneuver multiple resources

+ Utilize communication scripts when handling specific topics

+ Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction

Common Expectations:

+ Maintains established policies and procedures, objectives, quality assessment and safety standards.

+ Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation

+ Establishes and maintains files and records on an ongoing basis.

Qualifications

Minimum Education:

+ High School Diploma or GED Required

Work Experience:

+ Less than 1 year Relevant experience. Required

+ Customer service, medical office and/or call center support experience. Preferred

Courses and Training:

+ Medical terminology. within 180 days Required

Knowledge, Skills, and Abilities:

+ Strong phone and verbal communication skills.

+ Actively listen and speak in a professional manner.

+ Customer focus and adaptability to various personality types and call scenarios.

+ Ability to manage time effectively.

Benefits Offered:

+ Comprehensive health benefits

+ Flexible spending and health savings accounts

+ Retirement savings plan

+ Paid time off (PTO)

+ Short-term disability

+ Education assistance

+ Financial education and support, including DailyPay

+ Wellness and Wellbeing programs

+ Caregiver support via Wellthy

+ Childcare referral service via Wellthy

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.

WellSpan Evangelical Community Hospital

Working at WellSpan Evangelical Community Hospital means being part of a vital tradition of service to our community. We maintain a challenging, energized work environment for our valued employees who exemplify our Core Values: Quality Service, Compassion, Respect, Professionalism, Integrity, Cooperation, and Creativity. Together, we commit to excellence every day as we strive to provide exceptional healthcare, accessible to all, in the safest and most compassionate atmosphere possible to build a healthy community.

North Central Pennsylvania has a bit of everything. Here, you'll find history, natural pastural beauty, outdoor recreation and bustling college towns, such as Lewisburg, Selinsgrove and Williamsport, which are all conveniently situated within 20 minutes from one another along the Susquehanna River. This area features safe communities, thriving downtowns, excellent public schools, a wide variety of affordable homes and extraordinary postsecondary education institutions, including Bucknell University, Susquehanna University, Lycoming College and Penn College. Here, everything you need is nearby. And being centrally located along Route 80 between State College and the Poconos means you're only a couple hours from Penn State games, mountain resorts in the Poconos and city adventures in Philadelphia, Baltimore and New York City.

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.