Inbound Call Center Representative/Patient Access Representative I
Job description
- Position: Inbound Call Center Representative/Patient Access Representative I
- Location: Skokie, IL
- Remote: Option for remote work after 6 months upon completion of a successful training period
- Full Time/Part Time: [Full Time / Part Time]
- Hours: Monday-Friday, half day Saturday
We are currently seeking Call Center Representatives/Patient Access Representatives for our Patient Access Center, located at 4901 Searle Parkway in Skokie. This position is responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to NorthShore's health services. The Call Center Rep/Patient Access Rep is also responsible for patient education regarding our available online services. You will be trained to use our online knowledge management tool, including our electronic health record system (EPIC), as a resource to assist with patient calls and issue resolution.
- Handle patients requests, over the phone, for multiple Medical Offices/Hospital departments while applying correct workflows and protocols
- Simultaneously collect information from patients and enter data into our electronic health record system (called EPIC)
- Schedule appointments, procedures, and events at our NorthShore locations
- Register and verify insurance eligibility, informing the patients of their financial responsibility
- Promote key initiatives for Patient Access Center and NorthShore (i.e. online services)
- Adhere to privacy (HIPAA) guidelines when speaking with patients and families
- Route calls to correct administrative and clinical departments after assessing patients’ needs
- Supports departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment
- Education:
- High School Diploma or equivalent (required)
- Associates or Bachelor's Degree (preferred)
- Experience:
- One year of customer service experience (required)
- Inbound call center experience (required)
- Healthcare experience (preferred)
- Prior scheduling (preferred)
- Skills:
- Basic computer skills including proficiencies in Microsoft Windows, Excel, and Outlook, as well as the ability to type 25 words per minute
- Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
- Demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
- Eager to accept educational opportunities as shared through workflow or process changes
Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.
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