Health Connections Team (Inbound Call Center)

About the position
Eskenazi Health is seeking dedicated individuals to join the Health Connections Team, which operates as an inbound call center. This team plays a crucial role in facilitating patient and client needs, particularly when they are looking to establish care or manage their health situations. The Health Connections Team assists callers by scheduling new patient appointments, managing return care appointments, and addressing various patient-related inquiries. The team is committed to providing exceptional customer service, ensuring that each interaction is handled with care and professionalism. As a member of this team, you will be responsible for answering incoming calls, triaging patient needs, and providing information about Eskenazi Health services. This role requires a strong focus on customer interaction, as you will be the first point of contact for many patients seeking assistance with their healthcare needs. Training for this position is comprehensive, lasting three weeks, during which new hires will learn about the department, the systems in place, and the metrics that define individual productivity. Ongoing support will be provided by both trainers and experienced staff members, ensuring that you are well-equipped to handle the responsibilities of the role. The Health Connections Team operates 24/7, offering a variety of shifts, primarily focusing on day shifts. While the position requires on-site work initially, there are opportunities for remote work based on performance and attendance. To qualify for this role, candidates must have at least two years of experience in a call center or a healthcare-related setting, along with a high school diploma or equivalent. An associate's degree and a certificate in medical terminology are preferred. The interview process includes a one-way video interview followed by a live video interview with the leadership team, allowing candidates to learn more about the opportunity and the team they may join.
Responsibilities
? Receives inbound and places outbound telephone triage unit patient and scheduling calls, handling a variety of calls (i.e., establishing a new patient/client well or healthcare appointments, scheduling return care appointments, and other patient/client related requests)
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? Identifies the patient within the Eskenazi Health network
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? Adapts activities/behaviors to reflect and ensure adequate service appropriate to the age of the patient served (i.e., neonatal, infant, pediatric, preschool, school-age, adolescent, adult, and geriatric)
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? Provides the highest quality of customer service to patients
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? Schedules appointments; enters appointment date and time
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? Responds and acts quickly, giving attention to detail; escalates delays in resolving patient concerns
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? Answers patient telephone inquiries regarding Eskenazi Health, Specialty Clinics and Ambulatory Care
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? Obtains and verifies medical record number for existing callers; obtains and provides number for new callers; refers all inquiries to the appropriate areas of services
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? Documents all inquiries for medical, legal, and statistical purposes
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? Informs Connections nurse of callers with emergent symptoms for triage and serves as clinic liaison to assigned clinics
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? Informs patient and/or family of the patient obligation policy, directing patient to financial counselors when patient has no coverage for ordered procedure or visits
Requirements
? 2 years of experience in call center, patient registration, scheduling, health information management, or other similar experience in healthcare setting required
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? High School diploma or equivalent required; Associate's degree is preferred
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? Certificate in medical terminology highly preferred
Nice-to-haves
Benefits