Contact Center Specialist (Scheduling)

Job Summary:

Are you a dedicated professional interested in building a rewarding career?  Are you interested in a call center position that offers terrific benefits, opportunities to grow, and an excellent work-life balance and the ability to work from home post training?  Then you may be the perfect fit for our Scheduling Services Contact Center Specialist role!  This role is based out of the Quantum One Building in the South Side of Pittsburgh or in Erie at our East Bayfront location. 

In this role, you will serve as the first line of contact for the patient.  The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation, and education on scheduling.   They provide details regarding their appointment, including directions, and required preparation.   They also review, verify, and enter the patients’ demographic and insurance information. 

We also offer a monthly incentive program, which is based off performance and 3 months of employment.  

If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply today!

Responsibilities:

• Answer multi-line telephone system while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized. Redirect telephone calls and take messages, when appropriate, interacting with the staff and leadership of other departments when necessary.

• Review, verify and enter the patient's demographic, financial, and insurance information to ensure data integrity. Enter or update information in the appropriate system(s) accurately, verify and revise existing information on patients that have not been interviewed within the past 30 days.

• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), billing, claims, and various patient related inquiries.

• Complete forms, upload, scan, or fax documents as required for patient appointment. Follow up on any incomplete or inaccessible information to assure a completed record. Obtain, verify, and correct registration information of new and existing patients.  Mail new patient packets prior to scheduled appointment and handle medicine refill requests.

• Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.

• Document all actions taken on a patient account.

• Identify and take action to address patient concerns by utilizing effective decision making skills to know when to handle the call, send the call to in house clinical staff or send call to the physician's office to meet the patient's needs.