General Summary
Functions in a lead role, providing liaison between applicable scheduling staff and leaders. Serves as a resource for the scheduling staff and provides assistance and guidance as needed. Also performs the functions as a scheduler as needed.
Duties and Responsibilities
Essential Functions:
- Works collaboratively with Scheduling leadership to provide support and guidance to scheduling staff; ensure processes and standard work is followed by scheduling staff.
- Assists Scheduling leadership with data collection and reports as needed.
- Provides support to the Scheduling leadership with payroll entry and other administrative tasks as assigned.
- Answers incoming calls via centralized phone queue with exceptional customer service skills. Manages the needs of each patient appropriately.
- Schedules appropriate appointment within established parameters by determining the needs of the patient.
- Answers telephones, routes callers, takes messages, and provides routine information to callers.
- Conducts patient interview over phone to obtain accurate patient information. Understands patient insurance information and correctly enters that information into the EHR system.
- Provides guidance and support at time of initial telephone contact with patients and schedules initial visit.
- Provides referral information in the event the requested service or appointment is not available in an adequate timeframe.
Common Expectations:
- Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
- Maintains professional growth and development
- Maintains and follows established policies and procedures, standard work, objectives, quality assessment, safety, environmental and infection control standards.
- Keeps up to date with technology and applies knowledge to the job.
- Operates standard office machines and equipment such as computers, calculators, and photocopiers.
Qualifications
Minimum Education:
- High School Diploma or GED Required
- Bachelors Degree Preferred
Work Experience:
- 1 year Telephone management experience. Required
- Less than 1 year Behavioral Health/Human Services experience. Preferred
- Less than 1 year Experience in insurance knowledge. Preferred
- Less than 1 year Experience in Health-related and/or behavioral health. Preferred
Licenses:
- Basic Life Support Upon Hire Required
Courses and Training:
- For Behavioral Health: Must attend the following Pennsylvania Department of Drug and Alcohol trainings and obtain necessary certification within 2 years of hire (Confidentiality Training, HIV Training, STD/Hepatitis/TB Training). within 2 years Required
- Medical Terminology Upon Hire Preferred
Knowledge, Skills, and Abilities:
- Excellent human relations and oral/written communication skills.
- Analytical abilities.
- Computer and keyboard skills.
- Community services and/or other physician support systems.
- Knowledge of EPIC.
- Knowledge of insurance.
- Ability to work independently.
- For Behavioral Health: Proficiency in Therapeutic Crisis Intervention (TCI) principles of de-escalation.
- Comprehensive health benefits
- Flexible spending and health savings accounts
- Retirement savings plan
- Paid time off (PTO)
- Holidays
- Short-term disability
- Education assistance
- Financial education and support, including DailyPay
- Wellness and Wellbeing program
- Caregiver support via Wellthy
- Financial Wellness via SmartPath
- Childcare referral service via Wellthy
WellSpan Health’s vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region’s largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.
WellSpan Evangelical Community Hospital
Working at WellSpan Evangelical Community Hospital means being part of a vital tradition of service to our community. We maintain a challenging, energized work environment for our valued employees who exemplify our Core Values: Quality Service, Compassion, Respect, Professionalism, Integrity, Cooperation, and Creativity. Together, we commit to excellence every day as we strive to provide exceptional healthcare, accessible to all, in the safest and most compassionate atmosphere possible to build a healthy community.
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