Contact Center Representative 1

Hourly Pay Range:

$20.29 - $29.42 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights:

• Sign on bonus: N/A
• Position: Contact Center Representative I
• Location: Warrenville, IL
• Full Time/Part Time: Full-Time
• Hours: Monday-Friday: M-Th: 9:00 am- 5:30 pm; Fridays: 8:30 am -5:00 pm.
• Rotating Weekends: 2 Saturdays/quarter: 9:00 am -1:00 pm
• Required Travel:

A Brief Overview:

The Contact Center Representative (CCR) I serves an essential role at Endeavor Health and is frequently the first point of contact when a patient calls Endeavor Health to schedule services. The CCR is responsible for professionally answering phone calls and accurately scheduling appointments, in office procedures, and answering general questions related to Endeavor Health’s services.  The CCR must demonstrate excellent customer service skills while utilizing the Contact Center’s online management tool(s) and Epic to assist patients and provide issue resolution.

What you will do:

Patient Call Handling

• Accurately schedule, reschedule, and register patient appointments.
  • For Medical Group team members - one service group – including an average of 4-7 Specialties*
  • For HOV team members – all inbound skills
• Handle patient requests via phone, using decision trees, workflows, and protocols; communicate professionally with patients, providers, and staff.
• Use attention to detail to document relevant information in EPIC and route encounters appropriately to avoid delays in patient care.
• Pre-register patients, verify insurance eligibility, and inform them of financial responsibilities.
• Collect and enter patient data accurately into the electronic health record (EPIC) system.
• Receive, respond to, or redirect inquiries from patients, payers, providers, and internal teams as appropriate.
• Maintain compliance with HIPAA guidelines and organizational policies; use resources like tip sheets and knowledge articles to resolve scheduling issues.
• Order/Referral Management* HOV Only you will do:

• Verify that all orders/referrals are complete and accurate*
• Contact provider offices to clarify or obtain required documentation*
• Search fax systems and transcribe patient orders/referrals accurately into the EMR*

What you will need:

Minimum Education Level

• High school diploma or GED required

Minimum Work Experience

• 1 year of customer service experience or healthcare experience preferred.
• Inbound Call Center experience preferred.
• Experience with Epic Prelude (Inpatient and Outpatient Registration), or Cadence (Scheduling) preferred.

Knowledge, Skills and Abilities (KSAs)

• Excellent verbal communication skills to convey information clearly and effectively. Active listening skills to understand patient needs and concerns.
• Calm tense situations, solve problems to prevent escalation, and maintain a reassuring attitude with all customers, both external and internal.
• Keen attention to detail to ensure accuracy in the information provided.
• Knowledge of basic medical terminology.
  

What you will need:Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off
• Community Involvement Opportunities