Contact Center Specialist

Altru Health; Grand Forks (ND); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Health plan

401(k) retirement plan

Dental plan

Vision plan

Life and disability insurance

Education assistance

Paid time off (PTO)

Job summary

Altru Health is seeking a Contact Center Specialist to handle incoming calls, assist patients and providers, and schedule appointments using the Epic EMR system. The role emphasizes high-quality customer service, confidentiality, and collaboration with clinical and administrative staff.

The position is on-site in Grand Forks, ND, with standard hours Monday–Friday from 8am to 5pm and a 40-hour workweek. Prior experience in patient-facing roles is preferred.

Qualifications

• Associates degree in healthcare preferred.
• Minimum of 1 year related experience preferred.
• Proficiency in reading, writing, and speaking English is required.

Responsibilities

• Answers incoming calls for the contact center.
• Responds to patient requests and provider/hospital inquiries.
• Schedules appointments and verifies insurance and demographic information.
• Maintains patient confidentiality per HIPAA/PCI and organizational policies.
• Uses EMR tools (Epic) to process orders and schedule care.
• Works with clinical and administrative staff to ensure smooth operations.

Skills

Customer service

Communication skills

Empathy

Education

Associates - Healthcare

Tools

Epic EMR

Job description

Location:Altru Patient Services | 3065 Demers 3065 Demers Ave Grand Forks, ND 58201

Pay Range: $16.26 - $24.38

Summary

The Contact Center Specialist is responsible for answering incoming calls for the contact center, responding to a variety of patient requests, and handling inquiries from providers and the hospital. The Contact Center Specialist ensures all calls are executed appropriately utilizing online tools including patient appointment scheduling EMR software systems (Epic) while providing a high level of customer service, empathy, and professionalism. In addition, the specialist also demonstrates flexibility and willingness to work professionally with physician practice clinical and administrative staff, nursing, and ancillary departments, to maintain a team approach. The Contact Center Specialist maintains confidentiality of all patient information in accordance with Organization Policies, HIPPA and PCI regulations and ensures compliance with all regulatory requirements as identified by OIG, JCAHO, CMS, etc.

Typical schedule is 40 hours per week, Monday through Friday from 8am - 5pm, on site

Essential Job Functions

• Manages faxes, uploads orders into the EMR, and transcribes orders using the appropriate EMR fields.
• Contacts referring providers for missing information necessary to transcribe the order
• Schedules new and established patients, verifies & updates all insurance & demographic information and is accountable for collecting accurate data.
• Demonstrates understanding of hospital related services and medical tests.
• Proactively calls patients to schedule using the appropriate schedulable orders work queue.
• Conducts follow-up scheduling activities using the following worklists: Reschedule Report, Follow-up Worklist, Recall List, and Wait List.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

Education

• Preferred: Associates - Healthcare

Work Experience

• Preferred: A minimum of 1 year Related Experience

Language Requirements

This position requires proficiency in reading, writing, and speaking English to ensure effective communication in the workplace and with patients, families, and team members.

Physical Demands

• Sit: Continuously (67-100%)
• Stand: Occasionally (5-33%)
• Walk: Occasionally (5-33%)
• Stoop/Bend: Occasionally (5-33%)
• Reach: Frequently (34-66%)
• Crawl: Not Applicable
• Squat/Crouch/Kneel: Occasionally (5-33%)
• Twist: Occasionally (5-33%)
• Handle/Finger/Feel: Continuously (67-100%)
• See: Continuously (67-100%)
• Hear: Continuously (67-100%)

Weight Demands

• Lift -Floor to Waist Level: Sedentary (< 10 pounds)
• Carry: Sedentary (< 10 pounds)
• Push/Pull: Sedentary (< 10 pounds)
• Slide/Transfer: Not Applicable

Working Conditions

• Indoor: Continuously (67-100%)
• Outdoor: Not Applicable
• Extreme Temperature: Not Applicable

Driving Requirement Definitions

• Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
• Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
• Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
• Infrequent Drivers: Persons who are generally not expected to drive.

Driving Requirement for this position

Infrequent Driver

Making a real difference. For one another. To take the best care of our patients and community - including friends, family, and neighbors - we need people who are committed to growth, excellence, and one another. At Altru, you'll find a culture where support and teamwork are at the heart of what we do. You'll have opportunities to advance your skills, work with the latest technologies, experience the fulfillment that comes from giving back, and take your career wherever you want it to go. Join our team and be a part of a small community with a big heart.

Altru offers a comprehensive benefits package to its full- and part-time employees. Excellent benefits include a health plan and 401(k) retirement plan. Other benefits include a dental plan, vision plan, life and disability insurance, education assistance, paid time off (PTO)