JOB SUMMARY

Call Center Rep – One Call are responsible for performing a variety of daily office functions and call center functions to support a multi-physician hospital outpatient practice. The Call Center Rep serves as an ambassador of St. Joseph Healthcare as they act as the liaison between the practice(s) and its patients, visitors, and guests; the incumbent should consistently display a high level of customer service. In addition, in many cases they are the first impression our patients/visitors receive when they enter any of our facilities.

The Call Center Rep may have access to highly confidential patient information and must handle & protect the information in accordance with hospital & departmental protocol, HIPAA requirements and the highest level of ethical standards.

Call Center Reps must be competent and knowledgeable of duties within the medical office setting which may include filing, answering the telephone, patient registration, posting payments, charge entry, scheduling, third party payers requirements, ICD-9 & CPT coding, medical records processing, patient contact, transcription, and assists other personnel and physicians in all departments as needed.

JOB REQUIREMENTS

Education:

• High School diploma or equivalent required
• Medical terminology preferred

Experience:

• 1-2 years previous Contact Center and/or medical office experience required
• Knowledge of insurance plans and billing requirements preferred
• Basic clerical skills including (but not limited to): faxing, mailing letters, transferring calls, emailing and utilizing Microsoft Word and Excel
• Experience with Epic preferred

Other Skills Required:

• Exceptional customer service skills required
• Ability to multi-task in a fast-paced environment required
• Excellent critical thinking skills and ability to problem solve with limited available information
• Excellent written, verbal and interpersonal skills required
• Experience with EMR and appropriate documentation preferred

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Covenant Health Mission Statement

We are a Catholic health ministry, providing healing and care for the whole person, in service to all in our communities.

Our Core Values:

• Compassion

We show respect, caring and sensitivity towards all, honoring the dignity of each person, especially the poor, vulnerable and suffering.

• Integrity

We promote justice and ethical behavior, and responsibly steward our human, financial and environmental resources.

• Collaboration

We work in partnership, dialogue and shared purpose to create healthy communities.

• Excellence

We deliver all services with the highest level of quality, while seeking creative innovation.

Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history).