General Summary

Performs a variety of support functions including, but not limited to, interviewing patients, telephone management of both internal and external calls, scheduling/canceling appointments. Evaluates caller needs and determines appropriate action. Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.

Duties and Responsibilities

Essential Functions:

Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner. Safeguards Protected Health Information (PII) and follows HIPPA guidelines. Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients' families. Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy. Contacts scheduled on-call personnel/provider when needed using appropriate protocol. Enters and maintains detailed information on confidential records for patients in various computer systems. Relays medical information to the clinical team to allow them to provide exceptional patient care. Corresponds with clinical teams and physician via the computer system with necessary patient information. Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol. Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly. Verifies that monitoring equipment is always functioning properly. Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols. Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

Common Expectations:

Maintains established policies and procedures, objectives, quality assessment and safety standards. Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation. Participates in educational programs and staff meetings required for the department. Completes required annual training. Other duties as assigned

Required for All Jobs:

Performs other related duties as identified. WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program. WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands:

Standing - Occasionally Walking - Occasionally Sitting - Frequently Reaching - Rarely Talking - Frequently Hearing - Frequently Repetitive Motions - Occasionally Eye/Hand/Foot Coordination - Occasionally

Qualifications

Minimum Education:

High School Diploma or GED Required

Work Experience:

Less than 1 year 3-6 months customer service Required Previous call center experience Preferred

Knowledge, Skills, and Abilities:

Excellent interpersonal/communications skills Above average verbal skill is required to communicate with the public Ability to remain calm in potential high-stress emergency situations Ability to work independently, as well as work as a team player Required knowledge of basic computer skills You’re unique and you belong here.

At WellSpan Health, we are committed to treating all applicants fairly, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email at . We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.