Contact Center Specialist I - Contact Center

Penn State Health Milton S. Hershey Medical Center

Location : US:PA:Hershey
Work Type : Full Time
FTE : 1.0
Shift : Day (opportunity for hybrid/remote schedule)
Hours : 8:30a - 5:00p, every 5th weekend

SUMMARY OF POSITION :

Provides a high quality experience for the patients and physicians of Penn State Health and acts as the first point of contact for various patient needs including scheduling, registrations, access and general information, and appointment confirmation. Provides essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities including the Careline, MD Network, MD Network Pediatrics, and Patient Relations inbound phone queues that support the entire medical institution including the hospital, Medical Group, College of Medicine, and across all Penn State Health locations. Deploys excellent customer service engagement skills by phone and electronic mail. Responsible to accurately process a high volume and wide variety of calls by determining the caller’s specific needs, assisting the caller, or redirecting the caller to the proper location for assistance. Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures.

ESSENTIAL FUNCTIONS :

• Provide information on inbound calls, resolve issues, or direct calls to proper location using Avaya phone system.
• Schedule, change, cancel, and confirm appointments for all Family Community Medical, General pediatrics, radiology, and other limited specialty services using Cerner and site specific protocols.
• Provide feedback and follow up using the e-message tool to all Family Community Medical, General pediatrics, radiology, and other limited specialty services based on site specific protocols.
• Process complaints and compliments from patients and communicate to Patient Relations Department using the e-message tool.
• Register and cancel patients for health screenings and classes using the Centaurus documentation system.
• Facilitate, process, and document physician to physician consultation requests from internal and external physicians by paging and connecting with on-call providers using Smart Web and Centaurus.
• Register patients for internal and transitional rehabilitation care requests and provide follow up information to rehabilitation locations.
• Process inpatient consult requests using the inpatient task list, notify physicians and work groups using Powerchart and e-messages.
• Complete patient referral intake requests and follow up using site specific protocols.
• Provide support to physicians that call off by making outbound phone calls to notify patients of cancellations. Communicate detailed appointment list to site location.
• Proactively collaborates with internal business partners to routinely maintain and update assigned site profiles.

NON-ESSENTIAL FUNCTIONS :

• Perform administrative duties (including clerical duties, faxing, copying, mailing patient correspondence).
• Collaborate with other team members and departments to ensure that smooth and efficient flow of patient care is not delayed or compromised.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS :

• High School Diploma required.
• 1 year of job related experience required.
• Ability to successfully complete a hands-on training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

KNOWLEDGE, SKILLS, & ABILITIES :

• Ability to maintain and utilize proficient knowledge in in all department processes, procedures and software applications that support for the daily operations of the Contact Center including Centuarus, Smart Web, Cerner, Powerchart, Outlook, Decision Tree and Microsoft folders.
• High level of service excellence in all interactions with patients, business partners, and team members according to established behavioral standards.
• Excellent customer service, interpersonal communication, problem solving and computer skills.
• Strong oral and written communication skills, decision making and resilience.
• Critical thinking skills and good judgment under pressure.
• High level of professional and ethical standards and performance.
• Ability to acquire and maintain proficient knowledge in policies and procedures including scheduling, referrals, paging, and location information.

PREFERRED QUALIFICATIONS :

• Experience including word processing, scheduling, telephone call center system, medical office, or medical terminology preferred.
  

If chosen for this position, you may required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, martial status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:30 AM and 4:30 PM, Eastern Standard Time, Monday through Friday, email hrsolutions@pennstatehealth.psu.edu or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.

Union : Non Bargained