CARE CENTER AGENT

Independence Health System; Butler (Butler County); Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Remote work option after training

Job summary

Independence Health System is seeking a Care Center Agent to serve as the initial contact for patients seeking information, scheduling, and insurance verification. The role emphasizes exceptional customer service via phone to understand patient needs and book appointments.

The position supports remote work after completing an in-person training, with non-exempt status and responsibilities including data handling and referrals. Training will cover scheduling processes and patient communications.

Qualifications

• Minimum: High School Diploma or equivalent.
• Preferred: Medical Terminology.
• Minimum: Proven basic computer skills and ability to type 35 words per minute.
• Preferred: One year experience in a switchboard, medical practice, or call center.

Responsibilities

• Schedules appointments for patients by phone.
• Maintains scheduling system and updates master schedule.
• Obtains referrals, authorizations, and demographic information; verifies insurance.
• Communicates with supervisor about patient concerns related to scheduling or system issues.
• Analyzes situations and elevates to clinical agent or supervisor when needed.

Skills

Basic computer skills

Typing 35 wpm

Customer service

Phone etiquette

Education

High school diploma or equivalent

Medical Terminology (preferred)

Tools

Phone system

Job description

FULLY-REMOTE OPTION UPON IN-PERSON/ONSITE TRAINING

The Care Center Agent acts as the first point of contact for patients to meet their needs for information, support, and assistance by phone. The Care Center Agent is responsible for scheduling office appointments utilizing exceptional customer service skills to gain an understanding of the patient’s needs. Responsible to obtain accurate demographic information and verify proper insurance information. Additional responsibilities may include data reporting and obtaining referrals and authorizations.

Education

• Minimum: High School Diploma or equivalent
• Preferred: Medical Terminology

Registration/Certification/Licensure

N/A

Experience

• Minimum: Proven basic computer skills and ability to type 35 words per minute.
• Preferred: One year experience in a switchboard, medical practice, or call center.

Other Requirements

N/A

Status

Non-Exempt

Physical Requirements

• Standing - Remaining on one's feet in an upright position remaining stationary - N/A
• Walking - Remaining upright on one's feet, and moving about - OCCASIONAL
• Sitting - Body remains in a seated position - CONSTANT
• Stooping - To bend the body downward and forward by bending the spine at the waist - N/A
• Bending - To flex the upper body forward - N/A
• Twisting - To rotate the upper body forward - OCCASIONAL
• Climbing - To move the body in any direction on equipment or structures that do not include stairs or ladders - N/A
• Ladders - To ascend and descend ladders - N/A
• Stairs - To ascend and descend stairs - N/A
• Kneeling - To move the body downwards and come to rest on both hands and both knees - N/A
• Squatting - To move the body downwards by bending both knees - N/A
• Crouching - To bend the body forward and downward by bending the spine and the legs - N/A
• Crawling - To move the body forward or backwards on hands and knees - N/A
• Reaching Horizontal - To extend the arms and hands outward, remaining under shoulder height - CONSTANT
• Reaching Overhead - To extend the arms and hands up and out over shoulder height - OCCASIONAL
• Grasping - Using functional gripping of the hand to handle an object - CONSTANT
• Finger Manipulation - To manipulate objects with the use of fingers - CONSTANT
• Seeing - Using visual feedback to accomplish a task or activity - CONSTANT
• Hearing - Using sound feedback to accomplish a task or activity - CONSTANT
• Repetitive Upper Extremity Use - Using the arms and/or hands continuously or more than 2/3 of the total time - CONSTANT
• Repetitive Lower Extremity Use - Using the legs and/or feet continuously or more than 2/3 of the total time - N/A

Material Handling

• Pushing - To exert a force upon an object in order to move it in a certain direction Pushing refers to moving an object away from the person - N/A
• Pulling - To exert a force upon an object in order to move it in a certain direction Pulling refers to moving an object towards the person - N/A
• Lift - Floor to Waist - N/A
• Lift - Waist to shoulder - N/A
• Lift - Shoulder to overhead - N/A
• Carrying - To transport an object or article using the arms or hands (> 10 feet) - N/A

Environmental Factors

• Working alone - OCCASIONAL
• Working in cramped quarters - N/A
• Constant interruptions - FREQUENT
• Working with hands in water - N/A
• Use of power tools - N/A
• Working on ladders/scaffolding - N/A
• Exposure to vibration - N/A
• Exposure to dust - N/A
• Exposure to noise (constant) - N/A
• Exposure to electrical energy (outlets, etc) - N/A
• Exposure to temperature changes (heat, cold, humidity), that require special clothing - N/A
• Exposure to slippery walking surfaces - N/A
• Exposure to solvents, grease, oils - CONSTANT
• Exposure to radiant energy, ie computer terminal (more than 4 hours per shift)* - CONSTANT
• Working with bloodborne pathogens - N/A

Cardiovascular Energy Requirements - Physical Demand

Physical Demand Met Level Examples of similar activity intensity

Sedentary to Light 0 - 3.5 Light house cleaning, washing dishes, serving food, food shopping, sitting, standing, computer work.

Medium 3.6 -6.3 House work (mopping, scrubbing), health club exercising, treadmill work, stretching, yoga, walk/run-play with children, aerobic class, dancing, carrying bucket/wood, auto body repair, shoveling snow, golf (carrying clubs).

Heavy to Very Heavy > 6.4 Calisthenics (push up, pull up, sit up, vigorous effort), carrying groceries upstairs, shoveling coal, bailing hay, fire fighting, sawing by hand, splitting wood.

As relates to this position:

Sedentary to Light* - CONSTANT

Medium - N/A

Heavy to Very Heavy - N/A

I. Specific Job Responsibilities (Essential Functions)

1. Schedules appointments for patients by phone when they call in following medical practice scheduling protocols. Utilizes time management and customer service skills to facilitate phone calls with patient, staff, and others. Communicates calmly and clearly with patients about appointments in all circumstances.
2. Maintains scheduling system to ensure records are accurate and complete and can be used to analyze patient/staffing patterns. Confirms that updates (i.e., cancellations or additions) are input into the master schedule promptly. Stays up to date with system services to facilitate efficient and timely patient access.
3. Obtains referrals, authorizations, and demographic information for patients. Verifies insurance information to maximize reimbursement with all third party payers.
4. Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems.
5. Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor. Performs other duties as assigned.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.