Call Center Representative- Part time Job at Shirley Ryan Ability Lab
The Call Center Representative will serve as the first point of contact for patients scheduling outpatient therapy and physician appointments. During the scheduling phone calls, the outpatient services call center representative will be responsible for the management of the pre-registration data within the Cerner system. In addition, the outpatient services call center representative will be responsible for triaging non-scheduling calls that come through the Center to the appropriate party.
The Call Center Representative will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.
The Call Center Representative will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.
Principal Responsibilities
The Call Center Representative will:
- Communicates with patients and clinicians via the telephone to evaluates patient needs to determine appropriate care provider or manage appointments
- Registers and schedules new patients for therapy and physician services based on orders received, consult outcome, urgency of care, and patient convenience to time and location.
- Conducts appointment reminder calls to patients when designated by Call Center Manager.
- Informs Shirley Ryan Abilitylab sites of issues regarding appointments, including rescheduling, canceling, and notification of late arrival.
- Obtains authorizations for treatment from insurance companies and liaises with clinicians.
- Manages authorization status of various payers including Medicare secondary payers, IDPA, and Workers Compensation.
- Responds to prescription refill/test result requests from the Outpatient Services Center, providing requested information.
- Maintains the Allied Health Database in consultation with the various sites.
- Maintains referring physician information, including licensure, governmental eligibility, and contact information in a centralized database.
- Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.
Required Skills
Required Experience
- Associates Degree or Certificate in a Medical Administration Program is preferred
- Minimum 1 year of experience in a health care field with a knowledge of health care systems. Previous call center experience preferred.
- Working knowledge of medical terminology and insurance.
- Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel. Previous experience with Cerner Millennium preferred.
- Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc.)
- Effective verbal and writing communication skills in order to interview patients/customers and obtain pertinent medical and financial information.
- Active listening and attention to detail.
- Strong organizational skills, including attention to detail and follow through.
- Demonstrated problem solving and decision-making skills.
- Ability to handle heavy call volume and stressful situations when quick action is required.
- Ability to talk and type – Required
- Willing to work a flexible work schedule.
- Bilingual - fluent in Spanish – A plus
Reporting Relationships
Reports directly to the Director, Call Center
Working Conditions
Normal office environment with little or no exposure to dust or extreme temperature.
About Shirley Ryan AbilityLab
Shirley Ryan AbilityLab is the first-ever "translational" research hospital where clinicians, scientists, innovators and technologists work together to advance Human Ability.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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