About the role
Unit/department/service line: Patient Access Call Center Status: FT-35 Hours Weekly
1030-6 Monday - Friday General Summary Schedules and registers patients in advance for services provided throughout WellSpan. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner.
Duties and Responsibilities
Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when assigned. Provides exceptional customer service at all times by identifying and addressing patient needs in a professional, positive, and caring manner.
Provides scheduling services for various diagnostic/ancillary service lines across the organization. Conducts patient interviews by telephone to collect accurate demographic and financial information to complete registrations for scheduled services in advance for all hospitals and their ancillary locations that include surgery and diagnostic centers. Reviews estimates, informs and educates patients of any financial responsibility for services, as well as collect payments during the scheduling and registration process.
Explains insurance coverages and requirements for pre-certifications/pre-authorizations, as applicable. Schedules, registers, and reviews estimates within one contact whenever possible. Enters and maintains detailed information on confidential records for patients.
Provides necessary information to patients such as preparation instructions, arrival times, appropriate attire to wear, directions to sites, and any other instructions when speaking with the patient. May assist in managing Order Depots which includes triaging all orders to determine priority, processing duplicate orders and cancelled appointments. Manages all pre-registration and pre-admission work queues within the Electronic Health Record – Epic for all hospitals and their ancillary locations that include surgery and diagnostic centers.
Manages automated call system daily for scheduling and registration phone calls. Manages and completes registrations completed within the online portal, MyWellSpan, for all hospitals and their ancillary locations that include surgery and diagnostic centers. Understands and enters correctly the several types of registrations based on the services being provided by each department.
Follows all policies and procedures established with those departments. Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
When scheduling via phone, understands the steps needed to schedule and register the appropriate service, paying attention to the details of the patient’s diagnosis, physician verbiage, and department specifications. Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care. Uses the secure messaging function in Epic to communicate to patients.
Uses appropriate resources available to provide general information to patients as needed. Communicates with clinical and front office teams at the sites, when necessary, to ensure proper scheduling of patients. Common Expectations: Maintains appropriate records, reports, and files as required for the department.
Adheres to established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards. Completes all Epic training via classroom and virtual settings, as well as new hire department training. Participates in educational programs and staff meetings required for the department.
Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation. Qualifications Minimum
High School Diploma or GED Required Work
Less than 1 year Required Courses and Training: Completes Medical Terminology Course. within 1 year Required Knowledge, Skills, and Abilities: Excellent communication and interpersonal skills. Typing and basic computer skills. Benefits Offered: Comprehensive health benefits Retirement savings plan Paid time off (PTO) Education assistance Financial education and support, including DailyPay Expanded Paid Parental Leave For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)
Full time · Shift1 - Day shift · 35 hours per week