Contact Center Specialist I
Wenatchee , WA 98801
Posted 3 weeks ago
This position represents Confluence Health during initial telephone, My Chart and other means of contact by providing patients with appointment, medication refill, information assistance and accessing operation support services and clinical resources.
This position provides a high level of customer service in a manner consistent with Confluence Health's vision, mission, goals, and service standards.
Position Reports To: Contact Center Manager Essential Functions: Essential Functions: Answers inbound calls on the 1st ring in a professional and polite manner and routes calls appropriately.
Schedules and cancels appointments based on need, patient request, and in accordance with system and clinic guidelines.
All while communicating appointment details and any required preparation, along with necessary paperwork, to facilitate on time arrival and appointment preparedness.
Act as a liaison for the patients and the patients care team.
Relay clerical and clinical patient related messages from patients, family members, and other healthcare professionals to administrative and provider staff within the patients chart with clear spelling and grammar.
Ability to remain highly effective under stress and respond to pressure in a manner acceptable to individuals served and Confluence Health.
Identifies emergent and crisis patient situations based on caller information and coordinates with provider staff.
Assists all patients through the Confluence Health system by acting as a patient advocate and navigator.
Coordinate continuity of patient care by connecting patients with appropriate Confluence Health.
Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable). Adhere to HIPAA Guidelines.
Other duties as assigned.
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.Qualifications:
Required : Ability to communicate verbally and in writing.
Excellent data entry, numeric, typing, and computer navigational skills.
Excellent interpersonal and communication (Oral and Written) skills.
Highly developed customer service principles and practices.
Desired : High School diploma or equivalent (GED). Experience working in a healthcare, call center, or customer service field.
Typing skills of 35 wpm.
Experience working with computerized systems.
Knowledge of Medical Terminology.
Physical/Sensory Demands: O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.
Physical/Sensory Demands For This Position: Walking
F Reaching: Shoulder Height
F Reaching: Above shoulder height
O Reaching: Below shoulder height
O Pulling/Pushing: 25 pounds or less
O Pulling/Pushing: 25 pounds to 50 pounds
O Pulling/Pushing: Over 50 pounds
F Lifting: 25 pounds or less
F Lifting: 25 pounds to 50 pounds
O Lifting: Over 50 pounds
O Carrying: 25 pounds or less
F Carrying: 25 pounds to 50 pounds
O Carrying: Over 50 pounds
C Repetitive Movement
F Working Conditions: In an office with co-workers where you are seated in a cubicle and your interactions with patients and clinical staff members are via telephone, MyChart, and other means of acceptable contact.
Job Classification: FLSA: Non-Exempt Hourly/Salary: Hourly Physical Exposures: Physical Exposures For This Position: Unprotected Heights No Heat No Cold No Mechanical Hazards No Hazardous Substances No Blood Borne Pathogens Exposure Potential No Lighting No Noise No Ionizing/Non-Ionizing Radiation No Infectious Diseases No