Full Job Description
9:30am-6pm M-F (1 day off during the work week)
EVERY Saturday 8am-4pm
Work From Home: Must meet productivity requirements, adherer to our attendance policy AND must work in the Lisle, IL office for 12 months before work from home is approved.
DuPage Medical Group is the largest independent, multi-specialty physician group in the Midwest. We offer services in more than 70 specialty areas across 120+ locations. Our team is comprised of more than 750 physicians and 5,000 dynamic individuals who work collaboratively to transform healthcare for the thousands of patients we serve each day.
Are you a self-motivated, organized and compassionate professional with high call volume experience? Do you thrive in a fast-paced, progressive work environment? If so, DuPage Medical Group wants you!
The Central Scheduler/SSA I is responsible for answering phones, directing calls, contacting providers, and accurate and timely patient scheduling.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
General Call Center Responsibilities
Processing of inbound Contact Center interactions (phone, email, online requests (MyChart), hospital requests-Transition of CARE (TOC), faxes, etc.)
Follow HIPAA policy and procedures
Understand and support the department policies and procedures
Answer basic scheduling related questions i.e. directions to site, site hours, provider info, requests for MyChart login
Verifying, cancelling, scheduling and rescheduling appointments
Escalation of clinical patient inquires when necessary to appropriate physician site/department
Update patient information/demographics where necessary
Update Insurance information where necessary
Collect payment/patient balances
KNOWLEDGE SKILLS AND ABILITIES:
Excellent verbal and written communication
Active listener - analyze patient needs and give high priority to their satisfaction
Effective in identifying , analyzing and solving problems
Proven ability to multitask and prioritize daily work in a fast paced contact center environment
Proficient with using multiple computer programs and applications simultaneously
Ability to handle difficult customer interactions
Must possess computer skills and be familiar with copier, fax machine, telephone, in addition to other pieces of office equipment
Must type a minimum of 40 WPM
EDUCATION and / or CERTIFICATION/LICENSURE
High school diploma or GED required
1 - 2 years Call Center and/or Customer Service environment preferred
1 - 2 years experience in a centralized scheduling department and / or call center preferred
1 - 2 years experience with Epic or EMR preferred
Knowledge of HIPAA and all areas of scheduling, including medical terminologies, provider templating, and accepted insurance coverage preferred