Patient Service Spec Call CTR CMA Call Center FT
Alegent Health - Nebraska

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Alegent Creighton Health is the largest not-for-profit, faith-based healthcare provider in Nebraska and southwest Iowa with 11 acute care hospitals, a specialty spine hospital, freestanding inpatient psychiatric and skilled nursing facilities and more than 100 Alegent Creighton Clinic locations. As the primary teaching partner of Creighton University’s health sciences schools, Alegent Creighton Health and Alegent Creighton Clinic are committed to teaching the health professionals of the future.

Our commitment to our patients and their families is high, but the return on that commitment is even higher. We are committed to our employees by ensuring we hire individuals who also believe in enriching the lives of those we serve. If this sounds like you - apply today and join the Alegent Creighton Health team! We are an Equal Opportunity/Affirmative Action Employer.

Hours: Mondays - fridays from 8:30 am to 5:00 pm, must be flexible to change schedules

PRINCIPLE RESPONSIBILITIES:
1. Performs all aspects of patient scheduling for a variety of clinics in a centralized call center environment.

a. Including scheduling/rescheduling appointments: follow- up on ¿no show¿ appointments and
voice mail messages.

b. Verify, input, update and maintain patient information to include, but not limited to, patient
registration, demographics, insurance, procedure, diagnosis, location, time and estimate time
required for completion.

c. Completes appropriate documentation of customer conversations and updates to electronic
medical records (EMR), etc.

d. Makes outbound patient calls for health care maintenance activities and appointment
reminders, etc.

e. Enters data with accuracy and have the ability to multi-task.

f. Accurately process referral requests through authorization and documentation.

g. Process a variety of transactions as assigned.

2. Demonstrates a professional attitude and approach with patients, families, and all others while ensuring confidentiality of patient and organizational information.

a. Performs in a calm, professional manner in all situations.

b. Serves as a positive role model and clinical resource to internal and external staff.

c. Demonstrates initiative and flexibility with personal schedule to meet the patient demand and department needs.

d. Utilizes timely, appropriate and effective telephonic, oral and written communication skills.

e. Performs with self-direction, attention to detail and efficiency in order to ensure optimal
patient outcomes.

f. Refers formal and informal complaints or concerns raised by patients, providers, clinical
staff, and others to appropriate personnel.

g. Must have ability to work effectively and collaboratively in a diverse and multi-cultural
environment.

3. Develops personal education objectives and participates in professional growth opportunities,
adhering to professional standards and provision of quality of care.

a. Assumes responsibility for personal and professional growth through participation in clinic
meetings, in-service programs and continuing education programs.

b. Assists in orientation, training and support of new employees, as requested.

c. Achieves department benchmarks for quality by accurately and efficiently scheduling and
maintaining patient records within the department guidelines.

4. Demonstrates commitment to being patient centric.

a. Always have a positive and compassionate attitude.

b. Use courteous, clear and timely communication with customers.

c. Anticipate the needs of others.

d. Respect the customer¿s time.

e. Display professionalism through actions, work area appearance and personal appearance.

f. Use teamwork throughout the organization.

g. Listen, empathize and work diligently to find solutions.

h. Responsible for meeting and maintaining quality, productivity and accuracy standards

5. Works as a back up to the clinic¿s front desks medical receptionist specialists.

a. Greets and directs patients and visitors in a prompt and courteous manner.

b. Scans identification and insurance information into the electronic health records (EHR)
System

c. Answers telephones and responds as appropriate per clinic guidelines. Completes
appointment scheduling.

d. Collects and records co-payment from patients

e. Monitors reception are throughout the clinic hours

f. Assist with medical records, as requested.

g. Data entry responsibilities to include problem identification and resolution of specific data
entry functions:
o Verify, update patient registration information
o Input, verify, update and correct patient demographics
o Input, verify, update and correct insurance information
o Post charges/payments and batch reconciliation
o Generate and print schedules and related reports

h. Responsible for quality assurance through an internal audit process for accuracy and
completion of encounter forms compared to patient chart documentation.

QUALIFICATIONS:
Experience
Required: Two or more years of customer service experience

Preferred: Previous call center experience
Customer service experience in an ambulatory health care setting
Clinical knowledge, judgment and competency skills
Patient registrar or medical assistant experience

Education
Preferred: High school diploma; GED equivalent with an aptitude in math
Clinical Knowledge, judgment and competency skills
Office/clerical and computer skills, experience in scheduling and electronic medical records
Systems and insurance protocols knowledge, medical terminology
Ability to speak Spanish a plus

Knowledge/Skill/Abilities:

Knowledge of:
o Phone systems
o Typing/keyboarding
o Alpha/numeric filing system
o Customer service, to include telephone etiquette
o Organizational skills
o Office equipment
o Computer and computer applications
o Organization policies, regulations and procedures
o Risk management; quality improvement
o Insurance protocols

Skills as demonstrated through:

o Continuous accurate verbal and written communication, to include appropriate grammar, telephone etiquette, correct spelling, legible handwriting, and reading
o Comprehension and follow-through on instructions
o Establishing and maintaining cooperative and collaborative working relationships with patients, medical staff and the public
o Continuous time, resource and task management
o Access, manipulate and maintain computer data per clinic specifications
o Correct and accurate basic math applications to include addition, subtraction, multiplication and division; application of calculator functions

Ability to:
o type approximately 35-50 words per minute
o access computer information and use various systems simultaneously
o speak clearly and concisely
o maintain confidentiality of issues and circumstances
o react calmly, professionally in emergency situations, and in times of conflict resolution
o work closely with the physicians and provider(s) responding appropriately and timely to requests
o present a positive business appearance through effective telephone etiquette
o ability to multi-task
o demonstrate a willingness to learn and apply all knowledge and skills

About this company
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Alegent Creighton Health (formerly Alegent Health) pledges allegiance to medical wellbeing in its corner of the Midwest. The not-for-profit...