[Hiring] Centralized Service Representative @St. Charles Health System

Role Description

The Centralized Service Representative (CSR) provides telephone and digital support for patients, their representatives, and provider offices. This requires broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures, including complex scheduling scenarios and patient care pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics. Centralized Service Representatives’ home department may be a specific location that is supported by Patient Access Services, the St Charles One Call Centralized Call Center, may float between multiple locations, or may work remotely from home under current St Charles Health System work from home requirements. This position does not directly manage any other caregivers.

Qualifications

• High school diploma or GED (Required)
• Minimum one (1) year of paid customer service work experience (Required)
• One (1) year of clerical support in a healthcare setting or one (1) year call center experience (Preferred)

Requirements

• Responsible for accurately creating or locating patient accounts in the electronic health record system.
• Collects and records patient demographics, insurance and billing information.
• Performs real-time eligibility for insurance benefits.
• Updates database and patient profiles to reflect the most current contact information.
• Responsible for processing and routing large volumes of diversified patient telephone calls accurately.
• Accurately schedules patient appointments and procedures across multiple service lines and specialties.
• Reviews and processes referral information to ensure accuracy in scheduling.
• Communicates patient and provider requests and responds accurately.
• Utilizes advanced active listening skills to handle special and priority calls.
• Responds to all customer and emergency calls in a confident, rapid, accurate, pleasant, and professional manner.
• Attention to detail in recording patient messages and reasons for call or appointment.
• Addresses, deescalates or appropriately routes patient complaints or concerns.
• Accesses and maintains all department specific files, programs and recall systems.
• Actively participates in achieving organizational and department goals.
• Delivers customer service and/or patient care in a manner that promotes goodwill.
• Ability to work as part of a Care Team with providers and clinical staff.
• Supports lean principles of continuous improvement.
• Provides and maintains a safe environment for caregivers, patients, and guests.
• Conducts all activities with the highest standards of professionalism and confidentiality.
• Complies with all applicable laws, regulations, policies, and procedures.
• May perform additional duties of similar complexity within the organization.

Benefits

• Must have excellent communication and organizational skills.
• Must adapt quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to inform process improvement.
• Attends all department, team, and company meetings as required.
• Requires exceptional critical thinking and analytical skills.
• Requires strong communication, customer service, interpersonal skills and telephone etiquette.
• Ability to prioritize workflow according to pre-set instructions.
• Strong teamwork and collaborative skills.
• Excellent organizational skills, written and oral communication and customer service skills.
• Ability to multi-task and work independently.
• Attention to detail.
• Performs basic math calculations.
• Intermediate ability and experience in computer applications.