Job Details
Are you passionate about serving our patients with Love and Excellence? If so, consider applying for this position at ChristianaCare.
We are recruiting for a Full -time Customer Service Specialist at our Cecil Campus to answer all incoming calls in a timely manner, process and route them according to nature of call.
The ChristianaCare Way!
When you become an employee at ChristianaCare, you are joining a healthcare organization that was named Forbes 5th Best Health System to Work for in the U.S. for 2021! Guided by excellence and love, our Caregivers enjoy many employee benefits such as
- work-life balance
- competitive pay and benefits
- generous paid time off
- diverse and inclusive culture
Office Hours:
Principal duties and responsibilities
Answer high-volume inbound customer calls via an automated phone system while demonstrating exceptional customer skills
Make outbound calls to patients, practices, pharmacy and external/internal departments as needed
Utilize resources to troubleshoot and resolve patient issues
Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.
Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.
Ensure patient/family confidentiality, safety and security
Utilizes knowledge of schedules and protocols
Uses proper billing area/appointment location
Cancels/reschedules appointments as needed and changes appointment status in Revenue Cycle
Communicate effectively and professionally with patients, healthcare professionals, and other caregivers
Process phone messages timely to ensure patient safety and quality
Schedule appointments according to Cecil Access Center scheduling guidelines
Ensures documentation of call is detailed and accurate
Demonstrates sound judgment of escalating urgent calls
Utilization of computer, i.e., scheduling module and EMR
Enter patient demographics
Ability to prioritize with typing and talking simultaneously
Routing calls appropriately
Uses CCHS HEAT methodology when service issues arise
Interacts with patients, physicians and staff to provide accurate communication
Performs assigned work safely, adhering to established departmental safety rules and practices
Reports to Supervisor in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
Performs other related duties as required.
Education and experience requirements:
High School graduate
Prior call center, customer service and medical office related experience preferred.
Computer and key boarding skill required
About ChristianaCare
ChristianaCare was recognized as one of "America's 100 Best Hospitals" by Healthgrades, selected as one of the Most Wired Hospitals in the US by the American Hospital Association, and ranked by US News & World Report as the #3 'Best Hospital' in the Philadelphia region out of more than 90 hospitals. To learn more click on this link
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.