Contact Center Specialist I 1st Shift
Scott and White Healthcare - Temple, TX

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Job Summary:
Provides appointment scheduling support to the assigned the clinic department(s) and call queue(s), while following clinic and customer service guidelines.
Reporting Relationships:
This position reports to the Call Center Supervisor.
Essential Functions:
Call Quality / Appointment Scheduling
* Promptly answers phone calls within the established customer service guidelines.
* Follows designated scripting.
* Routes calls as appropriate within customer service guidelines.
* Accurately follows call flow process and scheduling guidelines appropriately for each clinic skill.
* Accurately and promptly schedules, rescheduled and cancels provider appointments so as to maximize resource utilization of providers for optimum efficiency.
* Coordinates patient needs to facilitate a patient care planning activities and create a positive experience for the patient.
* Effectively and correctly enters notes in the Electronic Workflow application.
* Responsible for to de-escalating phone calls that enter the queue in a calm, professional manner.
Order Entry
* Instructs patient in preparation of tests and procedures, routings, locations, and other general information in a professional and courteous manner and in accordance with established policies and procedures.
* Ensures appointments are linked to the correct patient, guarantor, and insurance.
* Promptly schedules consults, referral and ancillary services as ordered.
* Correctly enters orders in the system, as appropriate.
* Link lab appointment in scheduling system to appropriate lab order in the system, with minimal to no errors.
* Interprets physicians' orders to correctly schedule appointments and ancillary tests.
Registration / Insurance
* Accurately registers patients' demographic information, emergency contacts, and patient/guarantor relationships.
* Verifies and updates patient/guarantor demographic information and insurance.
* Promptly obtains and verifies patient insurance.
* Ensures appointments are linked to the correct patient, guarantor, and insurance.
Contact Center Specific
* Responsible for completing all required training to include cross-training of other clinic queues.
* Adheres to performance management goals and works closely with supervisor to make sure goals are being met and performance is in line with indentified goals
* Effectively schedule for 1-9 separate clinics
* Maintains a running 3 month quality score of 85% or better
* Performs other position appropriate duties as required in a competent, professional and courteous.
* Must pass PSS or CCS training program and successfully complete competency exam to maintain position.
Knowledge, Skills and Abilities:
* High School diploma / GED Equivalent Required
* Two years in customer service experience preferred
* Proficient in all Microsoft applications including, Word, Excel and PowerPoint, preferred
* Ability to work in fast paced, ever changing environment.
* Excellent verbal, written and electronic communication skills required.
Experience: 2+ Years
Degree: H. S. Graduate/GED Equivalent
Other Information
Department: MnCCln Contact Ctr
Standard Hours Per Week: 40
Grade: G06
Shift: 1