Contact Center Specialist I - SRS Copley - Day Shift - PRN
Company: SHARP HEALTHCARE
Location: Los Angeles
Posted on: April 24, 2024
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Job Description:
HoursShift Start Time:8 AMShift End Time:5 PMAdditional Shift
Information:Weekend Requirements:No WeekendsOn-Call
Required:NoHourly Pay Range (Minimum - Midpoint - Maximum):$22.275
- $26.455 - $31.747 -The stated pay scale reflects the range that
Sharp reasonably expects to pay for this position.--- The actual
pay rate and pay grade for this position will be dependent on a
variety of factors, including an applicant's years of experience,
unique skills and abilities, education, alignment with similar
internal candidates, marketplace factors, other requirements for
the position, and employer business practices. - -
What You Will Do
With minimal supervision, Contact Center Specialist supports
patients by completing new patient registration, acclimating
patients to SRS features and programs. Contact Center Specialist
answer incoming calls for Sharp Rees Stealy Medical Centers. CCS
are responsible for interacting with patients to obtain demographic
information necessary to create or update patient account. Verifies
insurance eligibility prior to scheduling appointments utilizing
various automated eligibility systems. Operates electronic health
record system to obtain and record information; in addition,
responsible for clearly and effectively communicating messages to
patient/clinic staff. This position is responsible for supporting
patients via various communication channels. CCS are expected to
provide a provide a high level of customer service in a fast-paced
environment while meeting established metrics. Other related duties
as assigned.
Required Qualifications
Preferred Qualifications
Essential Functions
Provide prompt, accurate, and excellent customer service to
internal and external customers utilizing the established quality
standards.
Actively listen and appropriately evaluate the customers' needs and
respond to established policies and procedures.
Directs caller to appropriate service within SRS or SHC whichever
is appropriate.
Work collaboratively with site partners to accomplish patient needs
in an efficient manner.
Demonstrates effective teamwork with coworkers to provide positive
outcomes for patients, internal and external customers as well as
peers.
Able to adhere to Quality Assurance standards providing all callers
with excellent customer service.
Determine appropriate visit type and duration based on patient
needs and physician schedule
Updates patient demographics, appointment site location and
verifies any collector codes.
Demonstrates ability to navigate electronic health record to
schedule appointments in a manner that is transparent to
patient/caller.
Creates tasks are clear and concise and sent with appropriate level
of priority with minimal level of assistance needed.
Ensures all appropriate options are offered to patient to meet
immediate or future needs
Screens and directs phone calls, relays accurate and complete
messages. Utilizes good grammar, spelling and approved
abbreviations.
Provides accurate and helpful information.
Knowledgeable of and utilizes downtime procedure.
Delivers the Sharp Experience on all phone calls.
Review and resolve patient messages within scope of CCS role. Route
unresolved messages to appropriate team member or clinical partner
for resolution in timely fashion.
Communicate with patients via chat or email. Provide real time
support for patients concerns and provide guidance to seeking care.
The CCS will be expected to respond quickly through live chat and
providing courteous and professional customer service as defined by
The Sharp Experience.
The CCS may be engaged in multiple channels simultaneously
Determine appropriate visit type and duration based on patient
needs and physician schedule.
Updates patient demographics, appointment site location and
verifies any collector codes.
Demonstrates ability to navigate electronic health record to
schedule appointments with some direction or assistance.
Creates tasks that are clear and concise and sent with appropriate
level of priority.
Ensures all appropriate options are offered to patient to meet
immediate or future needs.
Screens and directs phone calls, relays accurate and complete
messages. Utilizes good grammar, spelling and approved
abbreviations.
Provides accurate and helpful information.
Demonstrates knowledge of insurance type similarities and
differences, such as managed care, preferred provider and fee for
service.
Verifies insurance eligibility prior to scheduling appointments
utilizing various automated eligibility systems.
Consistently confirm and update insurance provider and update
scheduling comments.
Provide patients with deposit or copay information as required.
Reviews insurance and demographic information with patients and
takes appropriate action to update changes identified.
Effectively manages schedule to ensure optimal phone coverage to
support service goal of answering 80% of calls within 30 seconds
Utilizes not ready codes appropriately as defined.
Adheres to assigned start time, breaks and lunch schedules.
Ensures conformance to schedule by taking the correct amount of
time for breaks and lunches.
Using logic and reasoning to identify the strengths and weaknesses
of alternative solutions, conclusions or approaches to
problems.
Quickly and easily adapts to changing business needs with minimal
intervention from leaders.
Knowledge, Skills, and Abilities
Sharp HealthCare is an equal opportunity/affirmative action
employer. All qualified applicants will receive consideration for
employment without regard to race, religion, color, national
origin, gender, gender identity, sexual orientation, age, status as
a protected veteran, among other things, or status as a qualified
individual with disability or any other protected class
H.S. Diploma or Equivalent
Keywords: SHARP HEALTHCARE, Paramount , Contact Center Specialist I - SRS Copley - Day Shift - PRN, Other , Los Angeles, California
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