Contact Center Assistant

WellSpan Health; York (York County); On-site; USD 2,066,000 - 3,031,000; Part time

Benefits offered by this job

Comprehensive health benefits

Flexible spending and health savings

Retirement savings plan

Paid time off (PTO)

Short-term disability

Education assistance

Financial education and support

Wellness and Wellbeing programs

Job summary

WellSpan Health in York, PA seeks a part-time Patient Access/Call Center support professional. The role involves handling a high volume of calls, routing urgent symptoms to clinical staff, and scheduling/registration activities. Onsite training for 3–6 months in York is required.

The position emphasizes strong communication, accurate documentation, HIPAA compliance, and teamwork to ensure efficient patient care and service quality.

Qualifications

• High School Diploma or GED required.
• Less than 1 year relevant experience. Required.
• Customer service, medical office and/or call center support experience. Preferred.
• Medical terminology within 180 days Required.

Responsibilities

• Answer high volume of incoming calls to a centralized phone queue with exceptional customer service.
• Actively listen to identify urgent symptoms and direct appropriately to clinical staff.
• Identify customers' needs, clarify information, research issues and provide solutions or alternatives.
• Relay medical information to the clinical team to aid patient care, verbally or in the EHR.
• Maintain accurate documentation of caller's needs in the patient's EHR.
• Communicate with pharmacy, lab, imaging, and other areas to provide information for the patient/practice.
• Schedule patient appointments within established parameters.
• Collect accurate financial and demographic information for registration when necessary.
• Pages providers as needed for consults.
• Meet department targets and utilize multiple resources effectively.
• Comply with HIPAA rules; obtain 2 patient identifiers with each interaction.

Skills

Customer service

Phone etiquette

Communication skills

HIPAA compliance

Education

High School Diploma or GED

Job description

JOB DESCRIPTION

Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.

General Summary

JOB DESCRIPTION

Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.

Shift

Part Time, Days, Requires 3-6 months onsite training in York, PA

Responsibilities

Duties and Responsibilities

Essential Functions

• Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
• Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
• Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
• Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient's Electronic Health Record as appropriate)
• Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR
• Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
• Build sustainable relationships and engage customers by going the extra mile
• Schedule patient appointments within established parameters
• Collect accurate financial and demographic information for registration when necessary
• Pages providers as needed for consults
• Meet department/team qualitative and quantitative targets
• Possess strong computer skills and the ability to maneuver multiple resources
• Utilize communication "scripts" when handling specific topics
• Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction

Common Expectations

• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation
• Establishes and maintains files and records on an ongoing basis.

Qualifications

QUALIFICATIONS

Minimum Education

• High School Diploma or GED Required

Work Experience

• Less than 1 year Relevant experience. Required
• Customer service, medical office and/or call center support experience. Preferred

Courses And Training

• Medical terminology. within 180 days Required

Knowledge, Skills, And Abilities

• Strong phone and verbal communication skills.
• Actively listen and speak in a professional manner.
• Customer focus and adaptability to various personality types and call scenarios.
• Ability to manage time effectively.

Benefits Offered

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy