**General Summary** Coordinates continuity of care for patients and serves as a resource to the surrounding communities. Uses exceptional customer service practices and represents WellSpan in a professional and positive manner. **Shift** Part Time, Days/Evenings, Fri - 6p-8p Sat/Sun 8a-5p **Duties and Responsibilities** **Essential Functions:** + Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when necessary. + Provides exceptional customer service, at all times, by identifying and addressing caller needs in a professional, positive, and caring manner. Manages difficult and emotional calls in a calm and empathetic manner. + Conducts patient interviews to collect accurate demographic information and documents caller's inquiry within electronic health record for all five hospitals and their ancillary locations that include home health and diagnostic centers. + Communicates well with departments throughout the health care system and uses appropriate resources available to provide general information to callers as needed. + Understands and enters information based on the services being provided by each department. Follows all policies and procedures established with those departments. + Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record - Epic for all five hospitals and their ancillary locations including home health and diagnostic centers. Verifies insurance coverage utilizing Real Time Eligibility (RTE). + Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care. + Promotes the active engagement of all employees and supports recognition of staff accomplishments. + Uses the secure messaging function to communicate to patients and/or departments. + Uses appropriate resources available to provide general information to patients as needed. **Common Expectations:** + Maintains appropriate records, reports, and files as required for the department. + Adheres to established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards. + Completes all Epic training via classroom and virtual settings, as well as new hire department training. + Participates in educational programs and staff meetings required for the department. + Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation. **Qualifications** **Minimum Education:** + High School Diploma or GED Required **Work Experience:** + Less than 1 year 3 - 6 months Customer Service Preferred **Knowledge, Skills, and Abilities:** + Excellent communication and interpersonal skills. Same Posting Description for Internal and External Candidates **Quality of Life** Founded in 1741, the city of York is considered by many as the first capital of the United States. The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation. Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more - within an easy drive of major East Coast cities. York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000) WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.