Contact Center Specialist I - Lancaster General Hospital - Specialty Scheduling

Contact Center Specialist I - Lancaster General Hospital - Specialty Scheduling

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Summary: Specialty Scheduling

• Position Summary: The Contact Center Specialist provides complete and accurate scheduling, registration, insurance verification, ordering of tests and coordination of applicable physician office and outpatient hospital services. This position assists patients with their stated and unstated needs by offering guidance and support while ensuring personal connections with each patient are made.
• Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:
• The Contact Center Specialist I is fully trained in one of the two phases I or III outlined below.
• PHASE I
• Schedule Lab, Xray, EKG, DEXA and Breast Imaging appointments
• Accurately enter ancillary orders which may include the the need to interpret medical terminology given by other medical personnel
• Recognize and obtain the key items required when entering orders such as the ordering provider and the diagnosis code(s)
• Accurately obtain and enter the patient's insurance information into the computer system
• Determine whether an appointment will require an insurance referral or authorization and enter into system upon receipt to ensure insurance payment is received
• Read and interpret the electronic verification responses received for insurance and update the system according to the responses
• PHASE III
• Address phone calls for Family Medicine and Specialty Medicine physician offices which may include scheduling appointments, creating encounters, transferring calls to Triage
• Schedule appointments in accordance to the instructions provided within the internal resource guide to ensure proper protocols are followed
• Adhere to the approved Escalation Protocols by prompting the patient with additional questions to determine the best course of action for the patient's safety i.e. schedule an appointment, transfer to Triage Nurse, call 911
• Create and send telephone and triage encounters to physician offices using professional grammar and language to accurately relay the patient's message
• Collaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely manner
• Obtain the patient's insurance information to confirm participation and coverage
• The following duties are considered secondary to the primary duties listed above:
• Provide customer service by identifying and addressing patients' needs through engaging personally and demonstrating strong interpersonal skills
• Demonstrate the ability to successfully adapt to frequent changes of procedures, protocols and workflows
• Document in patients' charts clearly and concisely to provide appropriate and accurate information to clinical personnel
• Completes other duties and special projects that are assigned by management.

Responsibilities:

• Minimum Required Qualifications:
• High school diploma or equivalent GED.
• One year of clerical, customer service, or administrative support experience in a highly customer oriented organization
• One year experience with keyboarding, personal computer use, and other office setting equipment
• Three years of clerical, customer service, or administrative support experience in a highly customer oriented organization
• One year of medical office or hospital outpatient scheduling registration experience
• One year of electronic medical record experience
• One year of prior revenue cycle in a medical office or hospital setting
• Attention Concentration: The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others.
• The position requires the ability to attend to more than one aspect of a situation simultaneously. It is highly likely that multiple task demands are going to be required of the individual at the same time.
• New Learning and Memory: The following level of ability is essential for the jobholder to learn and retain material.
• The position requires that an individual be able to learn new tasks quickly and effectively. Change frequently. The ability to understand and carry out detailed, involved instructions is mandatory.
• Problem Solving, Reasoning and Creative Thinking: The following level of ability that is essential for the jobholder to think in order to solve a problem by combining two or more elements from past experience or imaginative thought.
• The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions. Some independent thought, planning or origination of options and solutions is necessary. The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• The following are essential requirements of the position in relation to job-worker situations. These items describe how a worker must adapt, adjust, conform or act.
• Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)

Location: Lancaster General Hospital

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.