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St. Charles Health System · 3 days ago

Centralized Service Representative

Bend, OR

Full-time

Onsite

Entry Level

1+ years exp

St. Charles Health System is seeking a Centralized Service Representative who provides telephone and digital support for patients and provider offices. The role involves scheduling appointments, collecting patient information, and ensuring a positive patient experience through effective communication and adherence to established protocols.

Health CareMedicalNon Profit

Responsibilities

Responsible for accurately creating or locating patient accounts in the electronic health record system

Collects and records patient demographics, insurance and billing information

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 department and St Charles Health System established protocols

Accurately schedules patient appointments and procedures across multiple service lines and specialties, following established protocols that promote positive patient experience, efficiency and standardization

Reviews and processes referral information to ensure accuracy in scheduling; report potential issues, clarify and/or collect any missing information and coordinate the schedules of providers, nurses, examination rooms and equipment

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 Health System established protocols

Responds to all customer and emergency calls in a confident rapid accurate pleasant and professional manner with the ability to remain calm in emergency situations

Attention to detail in recording patient messages and reasons for call / appointment, and accurately transcribing that information into the electronic health record following department protocols and standards

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

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

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

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

Supports 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

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