Contact Center Specialist I - SRS Copley - Day Shift - PRN

San Diego, CA, United States

Hours

Shift Start Time:

8 AM Shift End Time:

5 PM Additional Shift Information:

Weekend Requirements:

No Weekends On-Call Required:

No Hourly 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 H.S. Diploma or Equivalent

1 Year relevant work experience in customer service, retail, or call center; or two years of post-secondary education or higher.

Preferred Qualifications Experience serving customers in a service-oriented environment, preferably in a call center or medical office.

Essential Functions

Customer service/Communication

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

Scheduling/Task Management

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.

Verifies and updates insurance and demographic 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.

Schedule Adherence

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.

Critical Thinking

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Change Management

Quickly and easily adapts to changing business needs with minimal intervention from leaders.

Knowledge, Skills, and Abilities Ability to work in a fast-paced environment while navigating multiple programs and effectively use on-line resources.

Excellent telephonic communication with the ability to explain concepts in a clear and articulate manner.

Ability to multi-task with regular interruptions and maintain a high degree of accuracy.

Strong computer skills.

Ability to focus on task while exhibiting a sense of urgency.

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

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