Call Center Specialist - Full Time Job Listing at Barton Health in South Lake Tahoe, CA (Job ID 2b5ecda3-d040-4178-9b6b-aec79246dd5c)

Description

Summary of Position:

Incoming Calls:  

The Center Specialist position will provide a high level of patient and analytical services over the telephone for assigned service lines by using telecommunications and computer systems. Services provided by this team member will include but are not limited to: patient to physician communication, physician to physician communication, serve as a resource and contact for information and services, and utilization of EPIC system to communicate patient care and schedule & register a variety of appointments. The team member serves as the initial point of contact for the various service lines served with the knowledge and ability to guide callers to a specific clinic or service based on information obtained during the call. The team member is expected to provide the highest level of customer service with a sense of urgency, reliability, data entry skills and a spirit of teamwork.  The team member must be skilled in active listening, proper phone etiquette and possess outstanding verbal and writing skills. Team member is expected to provide exceptional and personalized service on every interaction.

Authorization/ Referrals:  

This position also works to ensure all appointments have a verified insurance plan or self-pay and any necessary authorizations have been obtained. Additionally, team members will work from a queue to schedule new patient appointments after authorization requests for therapy, surgical services, home health services, DME, etc. has been obtained.

Qualification

Education:

• High School diploma or GED strongly preferred.

Experience:

• Minimum of two years of work experience in a customer service environment dealing with patients, staff and volunteers of diverse educational, economic and cultural backgrounds preferred.
• Previous experience in the healthcare industry is preferred.
• Previous experience in customer service is preferred.
• Previous experience in orthopedics, family practice, specialty clinic and rehabilitation services preferred.
• Previous experience with EPIC preferred.
• Basic insurance knowledge preferred.

Knowledge/Skills/Abilities:

• Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.
• Requires exceptional communication (verbal and written, clear and concise), customer service and interpersonal skills.
• Must be able to take appropriate action in a stressful high call volume environment.
• Able to work with diverse populations (patient, staff, physicians) under difficult and stressful challenging situations.
• Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.
• Working knowledge of PC window applications sufficient to input and retrieve data.
• Basic knowledge of phone systems and technology.
• Readily accepts work assignments and changes.
• Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
• Ability to work independently and prioritize assignments to complete work in a timely manner in a busy setting with conflicting demands.
• Ability to multi-task using a computer and telephone simultaneously and interpreting the needs of patients.
• Requires ability to organize work and maintain a positive demeanor in a highly demanding environment
• Bilingual English/Spanish Preferred

Certifications/Licensure:

• None