Call Center Specialist - Call Center (CH)

Call Center Specialist €“ Call Center (Catholic Health): Responsible for answering internal and external telephone inquiries while collecting patient demographic information and entering it into the call center software system. Refer patients and/or schedule appointments with physician offices. Direct calls accordingly within CH, register patients into community education programs, symposiums or clinics.
Process referrals for CH post acute care, communicate with CH Rehab Specialists and non-CH hospital discharge planning associates, physicians, insurance companies, as well as physician liaisons, residents/patients and family members to gather and integrate necessary information for the initiation of post acute care services. Verify insurance benefits and assists CH Rehab Specialists to ensure appropriate authorizations and prior approvals for payment of services.
REPORTS TO:
Call Center Manager
SUPERVISORY RESPONSIBILITIES:
None
SKILL AND EDUCATIONAL REQUIREMENTS (MINIMUM):
Education
High school graduate
Associates degree preferred in healthcare or business
Experience
Minimum one (1) to two (2) years experience in any of the following:
Call center experience
Medical office or health insurance experience
Utilization management
Knowledge, Skill and Ability
Operate multiple phone line system
Healthcare related background preferred
Computer literate; knowledge and experience with Microsoft Word and Excel
Experience with online health insurer information programs (HealtheNet, OmniPro, Epaces)
Excellent communication skills and ability to relate well to people of diverse backgrounds and education
Excellent oral and written communication skills; proficient in medical terminology and insurance protocols
Ability to work independently under stressful conditions and demonstrate good judgment
Ability to maintain cooperative and effective working relationships with internal and external customers
Must be able to work weekends, evenings and holidays as required
WORKING CONDITIONS:
Demonstrate an ability to adapt to frequently changing workloads
Duties are performed with frequent interruptions
Sit most of the day
PHYSICAL EFFORT:
ACTIVITY & STRENGTH: (LIGHT)
Low Lift (floor to knuckle): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Mid Lift (knuckle to shoulder): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
High Lift (shoulder and above): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Full Lift (floor to shoulder): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Carry: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Push: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Pull: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Overall Strength Category: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible)
Dictionary Of Occupational Titles
Constant (C) 67-100% Workday
Frequent (F) 34-66% Workday
Occasional (O) 0-33% Workday
Not Present (N)
Activity - Job Demand
Walk €“ Frequent
Climb Stairs €“ Occasional
Stoop €“ Frequent
Kneel €“ Occasional
Crouch €“ Occasional
Reach (immediate) €“ Frequent
Reach (overhead) €“ Occasional
Handling €“ Frequent
Fingering - Frequent
Sitting €“ Frequent
Standing €“ Frequent
Push Cart - Occasional
Pull Cart - Occasional
HR Use Only: NYS DOL HR Use Only: WW HR Use Only: HH

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