Contact Center Specialist
Full Time
Grand Forks, ND
$15.50 - $23.22 an hour
Posted
Job description
Pay Range: $15.50 - $23.22
The Contact Center Specialist is responsible for answering incoming calls for the contact center, responding to a variety of patient requests, and handling inquiries from providers and the hospital. The Contact Center Specialist ensures all calls are executed appropriately utilizing online tools including patient appointment scheduling EMR software systems (Epic) while providing a high level of customer service, empathy, and professionalism. In addition, the specialist also demonstrates flexibility and willingness to work professionally with physician practice clinical and administrative staff, nursing, and ancillary departments, to maintain a team approach. The Contact Center Specialist maintains confidentiality of all patient information in accordance with Organization Policies, HIPPA and PCI regulations and ensures compliance with all regulatory requirements as identified by OIG, JCAHO, CMS, etc.
Summary:
Schedule: Monday - Friday, hours vary - between 7:00 AM - 6:00 PM, no weekends.
The Contact Center Specialist is responsible for answering incoming calls for the contact center, responding to a variety of patient requests, and handling inquiries from providers and the hospital. The Contact Center Specialist ensures all calls are executed appropriately utilizing online tools including patient appointment scheduling EMR software systems (Epic) while providing a high level of customer service, empathy, and professionalism. In addition, the specialist also demonstrates flexibility and willingness to work professionally with physician practice clinical and administrative staff, nursing, and ancillary departments, to maintain a team approach. The Contact Center Specialist maintains confidentiality of all patient information in accordance with Organization Policies, HIPPA and PCI regulations and ensures compliance with all regulatory requirements as identified by OIG, JCAHO, CMS, etc.
Essential Job Functions:
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Manages faxes, uploads orders into the EMR, and transcribes orders using the appropriate EMR fields. Contacts referring providers for missing information necessary to transcribe the order
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Schedules new and established patients, verifies & updates all insurance & demographic information and is accountable for collecting accurate data.
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Demonstrates understanding of hospital related services and medical tests.
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Proactively calls patients to schedule using the appropriate schedulable orders work queue.
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Conducts follow-up scheduling activities using the following worklists: Reschedule Report, Follow-up Worklist, Recall List, and Wait List. .
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Performs other duties as assigned or needed to meet the needs of the department/organization.
Certification:
Education:
- Preferred: Associates - Healthcare
Work Experience:
- Preferred: A minimum of 1 year Related Experience
Infection and Safety Requirements :
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Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
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Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
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Demonstrates knowledge and understanding of and compliance with:
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All pertinent safety, health and environmental policies, procedures and guidelines.
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Working safely, without causing harm or risk to self, others or property.
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The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
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The use of all safety equipment and personal protective equipment.
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Physical Demands :
- Sit: Continuously (67-100%)
- Stand: Occasionally (5-33%)
- Walk: Occasionally (5-33%)
- Stoop/Bend: Occasionally (5-33%)
- Reach: Frequently (34-66%)
- Crawl: Not Applicable
- Squat/Crouch/Kneel: Occasionally (5-33%)
- Twist: Occasionally (5-33%)
- Handle/Finger/Feel: Continuously (67-100%)
- See: Continuously (67-100%)
- Hear: Continuously (67-100%)
Weight Demands:
- Lift -Floor to Waist Level: Sedentary (<10 pounds)
- Carry: Sedentary (<10 pounds)
- Push/Pull: Sedentary (<10 pounds)
- Slide/Transfer: Not Applicable
Working Conditions:
- Indoor: Continuously (67-100%)
- Outdoor: Not Applicable
- Extreme Temperature: Not Applicable
Driving Requirement Definitions:
- Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
- Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
- Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
- Infrequent Drivers: Persons who are generally not expected to drive.
Driving Requirement for this position:
Infrequent Driver
Reference ID: R1796
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