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St. Charles Health System · 2 months ago

Lead Centralized Service Representative

Bend, OR

Full-time

Onsite

Entry, Mid Level

$22.91/hr - $32.07/hr

1+ years exp

St. Charles Health System is dedicated to creating America’s healthiest community. The Lead Centralized Service Representative serves as a subject matter expert and provides telephone and digital support for patients, ensuring accurate scheduling and effective communication between patients and provider offices.

Health CareMedicalNon Profit

Responsibilities

Pre-registers the patient in the electronic health record system, accurately collects patient demographics, insurance information and may collect required co-pay/deposits

Performs real time eligibility for insurance benefits. Updates database and patient profiles to reflect the most current contact information

Responsible for processing and routing large volumes of diversified patient telephone calls accurately in accordance with clinic and St. Charles Medical Group established protocols

Responsible for accurately scheduling patient appointments across multiple service lines following established protocols that promote positive patient experience, physician satisfaction and scheduling efficiencies

Communicates patient and provider requests and responds accurately using the appropriate procedures for contacting clinics and/or clinic staff

Utilizes advanced active listening skills to handle special and priority calls such as urgent and emergent conditions in accordance with St. Charles Medical Group established protocols

Addresses, deescalates, or appropriately routes patient complaints or concerns

Accesses and maintains all department specific files, programs and recall systems

Actively participates in achieving organizational and department goals

Ability to work as part of a Care Team with providers and clinical staff

Serves as a subject matter expert (SME) in the department and utilizes this knowledge to assist when team members have questions or need assistance

Makes decisions for patient centered care if leadership is unavailable

Responsible to support, problem solve, address initial questions from CSR team, and escalate concerns or patient safety concerns to clinical partners or through SAS process if needed

Participates in on-going leadership/communications/problem solving courses offered by St. Charles Health System

Supports the vision, mission, and values of the organization in all respects

Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change

Provides and maintains a safe environment for caregivers, patients, and guests

Conducts all activities with the highest standards of professionalism and confidentiality

Complies with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate

May perform additional duties of similar complexity within the organization, as required or assigned

Qualification

Centralized Service Representative experienceElectronic health record systemCustomer service skillsAdvanced problem-solving skillsBasic math skillsMS Office proficiencyMulti-tasking abilityCommunication skillsTeamwork skillsAttention to detail

Required

High school diploma or GED

Minimum one (1) year of experience as a Centralized Service Representative in SCMG's One Call call center OR demonstrated competency in the following as determined by leadership: efficiency in taking calls for multiple specialties, ability to assist in training process of new caregivers, ability to deescalate phone calls, use advanced problem-solving skills to assist in the department

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely

Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision

Requires strong communication, customer service interpersonal skills and telephone etiquette

Ability to prioritize workflow according to pre-set instructions

Must have excellent communication and organizational skills with ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources

Strong teamwork and collaborative skills

Ability to multi-task and work independently

Attention to detail

Performs basic math (add, subtract, multiply and divide) calculations

Performs intermediate to advanced math (analysis, statistics, significant data, or number manipulation)

Intermediate ability and experience in computer applications, specifically electronic medical records system, MS Office, MS Teams, and Excel