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Prescriber Contact Representative - Express Scripts- Remote ID-9977

About the position

The Contact Center Assistant I position at WellSpan Health is a part-time role that involves performing a variety of support functions within a call center environment. The primary responsibilities include managing a high volume of incoming calls, conducting customer interviews, scheduling appointments, and handling insurance record management. This role is crucial in ensuring that patients receive timely and accurate information regarding their healthcare needs. Remote Data Entry, No Experience, $40/hr, Part-Time
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Remote Data Entry, $45/hr, Weekend Job, College Student
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Virtual Assistant, $42/hr, Evening, Remote, College Student
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Virtual Assistant, $40/hr, Weekend, Remote, No Experience
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Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
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Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time
Live Chat Support, $50/hr, Remote, Night Shift, No Degree
Virtual Assistant, $40/hr, Weekend, College Student, Remote
Remote Phone Job, $42/hr, Part-Time, No Experience Required
Remote Data Entry, $45/hr, No Degree, Weekend, Night Job
Virtual Assistant, $50/hr, Evening, Remote, College Student
Customer Support, $42/hr, Weekend Job, Remote, No Degree
Phone Support, $45/hr, Remote, No Experience, Evening Job
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The position requires exceptional customer service skills, as the assistant will be the first point of contact for patients seeking assistance. In this role, the assistant will actively listen to callers to identify urgent symptoms and direct them appropriately to clinical staff. They will also be responsible for maintaining accurate documentation of caller needs in the patient's Electronic Health Record (EHR) and communicating effectively with ancillary areas such as pharmacy, lab, and imaging to provide comprehensive information for patient care. Building sustainable relationships with customers and going the extra mile to engage them is a key expectation of this position. The work environment may transition to a work-from-home opportunity after 3-6 months of onsite training, allowing for flexibility in work arrangements. The assistant will be expected to meet department targets and comply with all HIPAA regulations, ensuring patient confidentiality and safety. This role is ideal for individuals who possess strong computer skills, can maneuver multiple resources, and are committed to providing outstanding service to all customers.

Responsibilities

  • Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
  • Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
  • Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
  • Effectively relay medical information to the clinical team to aid them in providing exceptional patient care
  • Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR
  • Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
  • Build sustainable relationships and engage customers by going the extra mile
  • Schedule patient appointments within established parameters
  • Collect accurate financial and demographic information for registration when necessary
  • Pages providers as needed for consults
  • Meet department/team qualitative and quantitative targets
  • Possess strong computer skills and the ability to maneuver multiple resources
  • Utilize communication 'scripts' when handling specific topics
  • Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction

Requirements

  • High School Diploma or GED Required
  • 1 year Relevant experience in customer service, medical office and/or call center support experience preferred
  • Medical terminology training within 180 days required
  • Strong phone and verbal communication skills
  • Ability to actively listen and speak in a professional manner
  • Customer focus and adaptability to various personality types and call scenarios
  • Ability to manage time effectively
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Common Interview Questions And Answers

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