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PRN (As Needed)

Varied Day/Evening/Night Shifts

Weekend and holiday rotation

General Summary

Performs a variety of support functions including, but not limited to, interviewing patients, telephone management of both internal and external calls, scheduling/canceling appointments. Evaluates caller needs and determines appropriate action. Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.

Duties and Responsibilities

Essential Functions:

+ Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.

+ Safeguards Protected Health Information (PII) and follows HIPPA guidelines.

+ Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients' families.

+ Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy.

+ Contacts scheduled on-call personnel/provider when needed using appropriate protocol.

+ Enters and maintains detailed information on confidential records for patients in various computer systems.

+ Relays medical information to the clinical team to allow them to provide exceptional patient care.

+ Corresponds with clinical teams and physician via the computer system with necessary patient information.

+ Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.

+ Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly.

+ Verifies that monitoring equipment is always functioning properly.

+ Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.

+ Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

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.

+ Participates in educational programs and staff meetings required for the department. Completes required annual training.

+ Other duties as assigned

Qualifications

Minimum Education:

+ High School Diploma or GED Required

Work Experience:

+ Less than 1 year 3-6 months customer service Required

+ Previous call center experience Preferred

Knowledge, Skills, and Abilities:

+ Excellent interpersonal/communications skills

+ Above average verbal skill is required to communicate with the public

+ Ability to remain calm in potential high-stress emergency situations

+ Ability to work independently, as well as work as a team player

+ Required knowledge of basic computer skills

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.

Quality of Life

Located in Lewisburg, Pennsylvania, WellSpan Evangelical shares its picturesque, riverside home with Bucknell University-providing access to the arts, entertainment and sporting events while maintaining a small-town setting.

The local school district ranks among the best in the state in academics, athletics and the arts. Despite its tranquil, rural setting, Lewisburg is just three hours from New York City and Philadelphia and four hours from Pittsburgh.

The region is home to the majestic Susquehanna River. We are also surrounded by state parks, scenic country roads, abundant fishing streams and year-round recreational opportunities. The region also offers a number of land and water trails. Photo Courtesy Susquehanna River Valley Visitors Bureau/VisitCentralPA.org

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.