Contact Center Specialist
Altru Health

Location:
Altru Patient Services | 3065 Demers

3065 Demers AveGrand Forks, ND 58201

Pay Range: $16.26 - $24.38

Summary:
Schedule: FT 40 hours, Monday - Friday (Shift very from 7am to 5pm) No weekends or Holidays

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.

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

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

Reference ID: R4626

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