[Hiring] Patient Contact Specialist I @Geisinger

Role Description

Join our team and be a dedicated supporter of patient access and care. Our team receives and places calls to schedule medical appointments for our patients, ensuring alignment with patient preferences and physician-specific guidelines. We collect and maintain accurate, essential patient information related to registration and insurance. We respond to non-scheduling inquiries and route calls appropriately. Geisinger is proud to offer a minimum starting rate of $15.25 per hour for full-time Patient Contact Specialist positions. Higher starting rates are available based on relevant experience.

Job Duties

• Completes all appointment scheduling, cancellation, and confirmation requests by matching patient preferences with documented physician or diagnostic specific scheduling guidelines.
• Respond to non-scheduling inquiries and route calls appropriately.
• Coordinates and completes accurate basic registration, demographic, and insurance information to ensure timely and accurate payment for services while scheduling appointments.
• Provides one-call resolution whenever possible.
• Processes multi-channel messages related to patient and physician requests such as appointments, referrals, prescriptions, and complaints.
• Achieves and maintains quality and service goals related to contact center metrics.
• Functions as a team member to organize and prioritize responsibilities to complete daily work assignments.
• Assists with training initiatives for new hires.
• Work is typically performed in an office environment.
• Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.

Work Schedule

Shifts will be assigned based on business and specialty need and may vary within the Patient Contact Center’s hours of operation, which are Monday through Friday, 7:00 AM to 7:00 PM and Saturday - Sunday 8:00 AM - 12:00 PM.

Skills Required

• Proficiency in computer operations, including the ability to efficiently navigate and manage tasks across multiple monitors.
• Demonstrate adaptability in learning and using various software applications and programs.
• Strong aptitude for quickly mastering new digital tools and systems.
• Familiarity with standard office software, web-based platforms, and proprietary systems.
• Ability to troubleshoot basic technical issues independently.

Preferred Experience

• Familiarity with medical terminology is strongly preferred.

Work at Home Requirements

• Quiet, Dedicated Workspace: A private, distraction-free area within your home to support focused work.
• Adequate Workstation Setup: Sufficient space to accommodate all employer supplied equipment, including monitors, keyboard, and other peripherals.
• High-Speed Internet Connection:
• Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).
• Minimum Speed Requirements:
• Download: 100 Mbps
• Upload: 25 Mbps
• Ping: Less than 150 ms
• Jitter: Less than 30 ms
• Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.

Education

• High School Diploma or Equivalent (GED) - Required

Experience

• Minimum of 1 year related work experience - Required

Skills

• Communication
• Computer Literacy
• Customer Service

Benefits

• Healthcare benefits for full-time and part-time positions from day one, including vision, dental, and domestic partners.
• Encouragement of an atmosphere of collaboration, cooperation, and collegiality.