Contact Center Specialist I

  • York, PA
  • WellSpan Medical Group
  • Contact Center
  • Full Time - Day/Evening
  • Clerical and Administrative
  • Req #: 63169
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Work From Home positions available upon successful completion of onsite training.  (approximately 6-12 week timeframe)


Multiple day shifts currently available; shifts begin 8am-10am; evening and or 4 hour weekend shift rotation a possibility.


Qualified candidates must complete and pass an online call center simulation module from their own computer to be considered for the position.



Job Description:

Under the general supervision of the Supervisor-Centralized Services and the Manager-WMG Contact Center, performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.


Duties and Responsibilities

Essential Accountabilities:

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


  • Notes:
    • Other combinations of formal education, training and experience may be considered.
  • Minimum Experience:
    • 1-2 years
  • Minimum Education:
    • High School or G.E.D.
  • Preferred Experience:
    • Customer service, medical office and/or call center support
    • Req Course(s)/TrainingMedical terminology within 6 months of hire