Contact Center Specialist

Altru; Grand Forks (ND); On-site; USD 22,000 - 34,000; 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

Job summary

Altru in Grand Forks, ND is seeking a Contact Center Specialist to answer patient and provider inquiries, schedule appointments, and manage data in the EMR system with empathy and accuracy.

The role requires strong English communication, 1 year of related experience, and the ability to work on-site Monday–Friday from 8am to 5pm, providing a high level of customer service.

Qualifications

• Preferred: Associate degree in healthcare or related field.
• Minimum 1 year related experience in a clinical or patient-facing role.
• Proficient in English, both written and spoken.

Responsibilities

• Answer incoming calls for the contact center with professionalism.
• Schedule new and established patients; verify insurance and demographic data.
• Transcribe orders into EMR fields and upload documents.
• Maintain confidentiality per HIPAA and organizational policies.
• Collaborate with physicians, nurses, and administrative staff as needed.

Skills

Customer service

Data entry

EMR navigation

Education

Associates - Healthcare

Tools

Epic EMR

Scheduling software

Job description

Everything we do is underscored by a why — and that why is one another.Location:Altru Patient Services | 3065 Demers,3065 Demers Ave,Grand Forks, ND 58201Pay Range: $16.26 - $24.38Summary: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 siteEssential 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 orderSchedules 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 - HealthcareWork Experience:• Preferred: A minimum of 1 year Related ExperienceLanguage 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 ApplicableWorking Conditions:• Indoor: Continuously (67-100%)• Outdoor: Not Applicable• Extreme Temperature: Not ApplicableDriving 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 DriverReference ID: R8219Making 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)