[Hiring] Call Center Specialist @UHS

Role Description

The Call Center Specialist is responsible for providing patient access support for Capital Medical Group practices through the Contact Center. This position receives and processes patient calls related to appointment scheduling, registration, insurance information, and other patient access requests.

• Schedule appointments according to established workflows and decision trees.
• Enter and update patient information in Epic.
• Route requests to the appropriate clinical or administrative department.
• Provide professional and effective customer service while adhering to established policies, procedures, and patient privacy requirements.

Qualifications

• High school diploma or equivalent required.
• Healthcare customer service, inbound call center, and/or scheduling experience preferred.
• Experience in a medical office, healthcare Contact Center, or other patient-facing healthcare environment is preferred.
• Excellent customer service and communication skills.
• Ability to multitask and work effectively in a high-volume Contact Center environment.
• Knowledge of healthcare scheduling, registration, insurance, and physician specialties preferred.
• Ability to follow established scheduling guidelines, decision trees, and appointment protocols.
• Knowledge of computers, telephone systems, electronic health records, and other department-specific applications.
• Strong and accurate data-entry skills.

Requirements

• Comply with all administrative, clinical, Human Resources, and departmental policies and procedures.
• Actively support the mission, goals, and service standards of Capital Medical Group.
• Receive and respond to patient calls in a timely and professional manner.
• Handle patient requests for multiple medical practices while following established workflows and protocols.
• Schedule appointments and procedures according to established scheduling guidelines and decision-tree workflows.
• Complete new patient registration and update patient demographic and insurance information.
• Verify insurance eligibility and provide patients with information regarding financial responsibility, as appropriate.
• Enter and maintain patient information accurately in Epic.
• Route calls, messages, and patient requests to the appropriate administrative or clinical department.
• Provide accurate scheduling and service information to patients and other callers.
• Promote patient access tools and online services, including MyChart.
• Maintain patient confidentiality and comply with HIPAA requirements.
• Work effectively with patients, families, providers, clinical staff, and other departments.
• Support departmental and workflow changes as needed.
• Meet departmental expectations for quality, productivity, attendance, and customer service.
• Perform other duties as assigned.

Benefits

• A challenging and rewarding work environment.
• Competitive compensation and generous paid time off.
• Medical, dental, vision, and prescription drug plans.
• 401(k) with company match and discounted stock plan.
• SoFi student loan refinancing program.
• Educational assistance and development programs.
• Career advancement opportunities across UHS and its 300+ subsidiaries.