CALL CENTER SCHEDULING SPECIALIST

Employment Type:Part timeShift:Day Shift

Description:"The Call Center Scheduling Specialist is responsible for coordinating timely and accurate appointment scheduling across the Mercy Health enterprise with expertise in scheduling protocols, insurance requirements and accurate collection and verification of pre-registration needs .

Level II Responsibilities: Level II Call Center Specialist must have achieved mastery in all scheduling systems and subject matter expert in complex appointment scheduling functions. Able to provide training to new staff and has demonstrated ability to be a resource to newer staff. Able to handle high priority lines and achieve exceptional ongoing QA scores and exceed productivity metrics. Mastery in registration systems and subject matter expert in insurance guidelines.

Level III Responsibilities: Level III Call Center Specialist must have achieved mastery in all scheduling systems including physician scheduling as well as mastery in managing special service lines such as physician referrals, marketing initiatives as well as population helath initiatives. Demonstrated mastery in complex appointment scheduling functions across the enterprise. Provides training to new staff and has demonstrated consistency in being a resource to all staff in the Call Center. Demonstrated expertise in managing complex patient needs, managing high priority lines and achieve exceptional ongoing QA scores and exceed productivity metrics. Mastery in registration systems and subject matter expert in insurance guidelines. In addition is able to handle additional tasks and projects while maintaining productivity metrics and balancing multiple tasks while ensuring access levels into the Call Center.
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Telephone Scheduling and Registration - Technical and Operational Expertise and Continuous Learning

Communication/Customer Service Skills

Excellent customer service - Consistently goes above and beyond to provide exceptional customer service

Understanding customer needs - Ensures that adequate time is given to each customer and that answers meet their needs

Fosters positive interactions -Interacts in a positive manner with manager, supervisor, peers as well as other hospital personnel.

Consistently recognizes and respects diverse patient and employee populations. Deals with each customer compassionately, showing genuine concern for each situation

Quality and Productivity - Exceeds departmental standards

• Quality Metrics
• Call volume, Talk Time and non-productive time

Technical and Operational Expertise and
Continuous Learning

• Identifying Strengths
• Improving performance
• Assisting Peers

08:00a to 4:30p

LEVEL I - Call Center Specialist
Education equivalent to completion of high school, associates or bachelors degree preferred
And
mininum of one year experience in medical office, hospital setting, call center or customer service setting; knowledge of medical terminalogy, scheduling experience or knowledge of medical insurance industry.

LEVEL I - Call Center Specialist

• Skill in establishing and maintaining effective working relationships with other employees, patients, hospital departments, organizations and the public.
• Communicates clearly and concisely, verbal and written.
• Strong interpersonal skills; must be able to work with a team and receive constructive feedback.
• Establisheds and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
• Prior Call Center experience or central scheduling experience strongly preferred.
• Able to work effectively with other employees, patients, supervisors and departments.
• Demonstrates proficiency in scheduling, registration and online verifications systems as needed.
• Knowledge of medical terminology required

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.