Require Inbound Call Center Rep/Patient Access Rep - NorthShore University Health System, Skokie, IL in Skokie, IL
Job title: Inbound Call Center Rep/Patient Access Rep - NorthShore University Health System, Skokie, IL
Company: NorthShore University Health System
Job description: NorthShore University HealthSystem (NorthShore) is a premier integrated healthcare delivery system consistently ranked as a Top 15 Teaching Hospital in the United States. Headquartered in Evanston, Ill., NorthShore is a non-for-profit organization comprised of four hospitals - Evanston, Glenbrook, Highland Park and Skokie. The system includes a 950+ physician multispecialty group practice with 130 locations across Chicagoland. NorthShore has annual revenues of $2.1 billion and employs more than 10,500 people. When you work for NorthShore, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.
Position Overview
We are currently seeking a Patient Access Representative for our Practice Support Call Center, located at 4901 Searle Parkway in Skokie. This is an entry level position responsible for professionally answering phone calls from patients interested in scheduling an appointment with a physician, scheduling a medical test, or answering general questions related to NorthShore's health services. The Patient Access Representative (PAR), is also responsible for patient education in regards to our available online services. They are expected to use our online knowledge management tool, including EPIC, as a resource to assist with patient calls and issue resolution. This is a call center role and work hours can include evenings, nights, and weekends. Our call center is open Monday-Friday 7am-7pm, Saturday from 9am-1pm.
Responsibilities
In this role, you will
- Handle patients requests, over the phone, for multiple Medical Group/Hospital departments while applying correct workflows and protocols
- Simultaneously collect information from patients and key data in EPIC
- Schedule appointments, procedures, and events at our NorthShore locations
- Register and verify insurance eligibility, informing the patients of their financial responsibility
- Promote key initiatives for Patient Access Center and NorthShore (i.e. online services)
- Adhere to strict HIPAA guidelines when speaking with patients and families
- Route calls to correct administrative and clinical departments after assessing patients' needs
- Supports departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment
- High School Diploma or equivalent. Associates or Bachelor's Degree preferred
- One year of customer service experience; healthcare or call center experience preferred
- Basic computer skills including proficiencies in Microsoft Windows, Excel, and Outlook, as well as the ability to type 25 words per minute
- Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem solving abilities to meet and exceed the needs of our patients
- Demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
- Eager to accept educational opportunities as shared through workflow or process changes