Call Center Representative - Scheduler

Call Center Representative

Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you'll be part of our life-changing mission and vision. You'll contribute to an innovative, multifaceted culture that is second to none one that embraces collaboration, excellence, discovery and compassion. You'll play a role in something that's never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes as we Advance Human Ability, together.

The Call Center Representative will serve as the first point of contact for patients scheduling outpatient therapy and physician appointments. During the scheduling phone calls, the outpatient services call center representative will be responsible for the management of the pre-registration data within the Cerner system. In addition, the outpatient services call center representative will be responsible for triaging non-scheduling calls that come through the Center to the appropriate party. The Call Center Representative will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute. The Call Center Representative will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

The Call Center Representative will:

• Communicate with patients and clinicians via the telephone to evaluates patient needs to determine appropriate care provider or manage appointments
• Register and schedules new patients for therapy and physician services based on orders received, consult outcome, urgency of care, and patient convenience to time and location.
• Conduct appointment reminder calls to patients when designated by Call Center Manager.
• Inform SRAlab sites of issues regarding appointments, including rescheduling, canceling, and notification of late arrival.
• Obtain authorizations for treatment from insurance companies and liaises with clinicians.
• Manage authorization status of various payers including Medicare secondary payers, IDPA, and Workers Compensation.
• Respond to prescription refill/test result requests from the Outpatient Services Center, providing requested information.
• Maintain the Allied Health Database in consultation with the various sites.
• Maintain referring physician information, including licensure, governmental eligibility, and contact information in a centralized database.
• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships:

• Reports directly to the Director, Call Center

Knowledge, Skills & Abilities Required:

• Associates Degree or Certificate in a Medical Administration Program is preferred
• Minimum 1 year of experience in a health care field with a knowledge of health care systems. Previous call center experience preferred.
• Working knowledge of medical terminology and insurance.
• Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel. Previous experience with Cerner Millennium preferred.
• Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc.)
• Effective verbal and writing communication skills in order to interview patients/customers and obtain pertinent medical and financial information.
• Active listening and attention to detail.
• Strong organizational skills, including attention to detail and follow through.
• Demonstrated problem solving and decision-making skills.
• Ability to handle heavy call volume and stressful situations when quick action is required.
• Ability to talk and type - Required
• Willing to work a flexible work schedule.
• Bilingual - fluent in Spanish - A plus

Working Conditions:

• Normal office environment with little or no exposure to dust or extreme temperature.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Pay Range:

$17.05 - $27.45

Shirley Ryan AbilityLab offers a comprehensive benefits program that is competitive with our industry peers in our geographic locations:

Equal Employment Opportunity Employer

Shirley Ryan AbilityLab is an Equal Employment Opportunity Employer. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, disability, sexual orientation, gender identity, genetic information, military status, order of protection status, unfavorable discharge from military service, or any other characteristics protected by law.

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Shirley Ryan AbilityLab is an Affirmative Action Employer as required by law.