Lead Centralized Service Representative

Full Time, Days

Pay range: $22.91 - $32.07

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:

Lead Centralized Service Representative

REPORTS TO POSITION: SCMG Ambulatory Call Center Supervisor

DEPARTMENT:
St. Charles Medical Group

DATE LAST REVIEWED:
June 2021

OUR VISION:
Creating America's healthiest community, together.

OUR MISSION:
In the spirit of love and compassion, better health, better care, better value

OUR VALUES:
Accountability, Caring and Teamwork

DEPARTMENTAL

SUMMARY:

St. Charles Medical Group encompasses practices in three Central Oregon counties and numerous specialties including family care, internal medicine, obstetrics and gynecology, pediatrics, immediate/urgent care, cardiology, pulmonology, rheumatology, general surgery, cancer care, and sleep medicine. SCMG's One Call department supports clinical departments by providing incoming phone call support, scheduling, and registration activities. We encourage collaboration between clinical and non-clinical staff to assure we are providing our community with comprehensive and compassionate health care.

POSITION OVERVIEW:

The Centralized Service Representative (Lead CSR) serves as a subject matter expert (SME) in the department as well as provides telephone and digital support for patients, their representatives, and provider offices. This requires broad and comprehensive knowledge of diverse and wide-ranging scheduling protocols and procedures, including complex scheduling scenarios and patient pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics.

CSRs review referral information to ensure accuracy in scheduling; report potential issues, clarify and/or collect any missing information and coordinate the schedules of providers, nurses, examination rooms and equipment. This position does not directly manage others but may provide feedback on the work of other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Pre-registers the patient in the electronic health record system, accurately collects patient demographics, insurance information and may collect required co-pay/deposits.

Performs real time eligibility for insurance benefits. Updates database and patient profiles to reflect the most current contact information.

Responsible for processing and routing large volumes of diversified patient telephone calls accurately in accordance with clinic and St. Charles Medical Group established protocols.

Responsible for accurately scheduling patient appointments across multiple service lines following established protocols that promote positive patient experience, physician satisfaction and scheduling efficiencies.

Communicates patient and provider requests and responds accurately using the appropriate procedures for contacting clinics and/or clinic staff.

Utilizes advanced active listening skills to handle special and priority calls such as urgent and emergent conditions in accordance with St. Charles Medical Group established protocols.

Addresses, deescalates, or appropriately routes patient complaints or concerns.

Accesses and maintains all department specific files, programs and recall systems.

Actively participates in achieving organizational and department goals.

Ability to work as part of a Care Team with providers and clinical staff.

Serves as a subject matter expert (SME) in the department and utilizes this knowledge to assist when team members have questions or need assistance.

Makes decisions for patient centered care if leadership is unavailable.

Responsible to support, problem solve, address initial questions from CSR team, and escalate concerns or patient safety concerns to clinical partners or through SAS process if needed.

Participates in on-going leadership/communications/problem solving courses offered by St. Charles Health System.

Supports the vision, mission, and values of the organization in all respects.

Supports Value Improvement Practice (VIP
- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality.

Complies with all applicable laws, regulations, policies, and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required:

High school diploma or GED.

Preferred: N/A

LICENSURE/CERTIFICATION/REGISTRATION:

Required:

N/A

Preferred: N/A

EXPERIENCE:

Required:

Minimum one (1) year of experience as a Centralized Service…