Call Center Specialist, 40 Hours, Days

Exemption Status:

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:
1. Answer telephones, engages clinical staff when appropriate for assistance, keep calls to an average of 4 minutes and consistently handles an average of 100 calls per shift.
2. Take complete messages. -- a. Uses Call Process and text templates in EHR b. Uses correct task titles for reason of call. c. Sends tasks to correct bin. d. Includes accurate call back information.
3. Schedule appointments. - a. Uses templates correctly. b. Uses appointment types and times correctly. c. Utilizes all PCP sites for scheduling same-day appointments.
4. Verify insurances. - a. Ensures patients insurance is active prior to scheduling appointments. b. Verify insurances 72-hours prior to scheduled appointments for all participating PCP sites. c. Has and maintains access to necessary verification sites. d. Has a thorough understanding of insurance processes and stays up-to-date with changes. e. Calls patients with insurance issues prior to appointment.
5. Update patient demographics as appropriate in Allscripts.
6. Register and schedule new patients, mail new patient packet including ROI, update demographics and collect insurance information accurately.
7. Understand and apply the self-pay policy to inform patients of their financial obligations when arriving for their appointment.
8. Provides and maintains proper phone etiquette and good customer service.
9. Maintain knowledge of current OSHA and CLIA regulations, and HPS policies.
10. Assist coworkers to assure smooth office operation and delivery of excellent services through teamwork.
11. Perform other duties as assigned, which may include floating to assist other sites.
12. Facilitates in gathering accurate patient billing information.
13. Able to handle caller complaints, de-escalate situations, maintain professionalism during difficult interactions and assist in providing service recovery to salvage a suboptimal experience.
14. Demonstrates a working knowledge of HIPAA guidelines. Adheres to our policies for releasing patient information. Understands the difference between and can explain to patients the difference between a healthcare proxy, power of attorney and HIPAA appointee.
15. Answers patient inquiries regarding their liability and able to explain the variables involved.

Standard Staffing Level Responsibilities:
1. Complies with established departmental policies, procedures and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:
Required:
1. High School Diploma or GED required.

Experience/Skills:
Required:
1. Minimum of 1 year of receptionist experience, preferably in a health care setting.
2. Basic computer knowledge.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

On-the-job time is spent in the following physical activities:
1. Stand - 1/3 to 2/3
2. Walk - 1/3 to 2/3
3. Sit - 2/3
4. Talk or hear - 2/3
5. Uses hands to finger, handle or feel - 2/3
6. Push/pull - 1/3
7. Stoop, kneel, crouch or crawl - 1/3
8. Reach with hands and arms - 1/3

This job requires that weight be lifted, or force be exerted:
1. Up to 10 pounds - 2/3
2. Up to 25 pounds - 2/3

This job requires exposure to the following environmental conditions:
1. Infectious diseases - 1/3
2. Rotating shifts - 1/3
3. PPE when indicated - 1/3 to 2/3

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.