Contact Center Assistant I

WellSpan Health; York (York County); On-site; USD 30,000 - 42,000; Full 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

Wellness and Wellbeing programs

Caregiver support via Wellthy

Childcare referral service via Wellthy

Job summary

WellSpan Health in York, PA seeks a full-time health services ambassador to handle front-line patient communications, scheduling, and registration tasks. You will manage a high-volume call queue and capture accurate demographic and insurance information.

The role emphasizes HIPAA compliance, customer service excellence, and collaboration with clinical staff to support timely patient care. On-site training is provided, with day/evening shifts including weekend rotation.

Qualifications

• High School Diploma or GED required.
• Less than 1 year relevant experience. 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 in a timely manner.
• Actively listen to identify urgent symptoms and direct to clinical staff
• Identify customers’ needs, clarify information, research issues and provide solutions or alternatives
• Relay medical information to the clinical team to aid in patient care (EHR as appropriate)
• Maintain accurate documentation of caller’s needs in the patient’s EHR
• Communicate with pharmacy, lab, imaging, etc. to provide information for patient/practice
• Schedule patient appointments within established parameters
• Collect accurate financial and demographic information for registration
• Pages providers as needed for consults
• Meet department/team qualitative and quantitative targets
• Possess strong computer skills and navigate multiple resources
• Utilize scripts when handling specific topics
• Comply with HIPAA; obtain 2 patient identifiers with each interaction

Skills

Strong communication

Phone etiquette

Customer service

HIPAA compliance

Detail-oriented

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

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

Full Time, Days/Evenings, Saturday Rotation

3-6 months onsite training in York, PA

Responsibilities

• 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

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