Call Center Specialist

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Non-Exempt

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Monday through Friday

8-4:30

40

25080 - 5800 Administration

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Support the practices by answering telephone inquiries, scheduling appointments, registering new patients, and maintaining records and accounts. Verifies insurance eligibility prior to appointments, mail out monthly Medicare letters, floats to PCP sites as assigned and work miscellaneous projects as assigned. Act as practice liaison between caller and offices while providing excellent internal and external customer service.

• Answer telephones, engages clinical staff when appropriate for assistance, keep calls to an average of 4 minutes and consistently handles an average of 100 calls per shift.
• Take complete messages. -- a. Uses Call Process and text templates in EHR b. Uses correct task titles for reason of call. c. Sends tasks to correct bin. d. Includes accurate call back information.
• Schedule appointments. – a. Uses templates correctly. b. Uses appointment types and times correctly. c. Utilizes all PCP sites for scheduling same-day appointments.
• Verify insurances. – a. Ensures patients insurance is active prior to scheduling appointments. b. Verify insurances 72-hours prior to scheduled appointments for all participating PCP sites. c. Has and maintains access to necessary verification sites. d. Has a thorough understanding of insurance processes and stays up-to-date with changes. e. Calls patients with insurance issues prior to appointment.
• Update patient demographics as appropriate in Allscripts.
• II. Position Qualifications

Required:

• High School Diploma or GED required.

Required:

• Minimum of 1 year of receptionist experience, preferably in a health care setting.
• Basic computer knowledge.

On-the-job time is spent in the following physical activities:

• Stand - 1/3 to 2/3
• Walk - 1/3 to 2/3
• Sit - 2/3
• Talk or hear - 2/3
• Uses hands to finger, handle or feel - 2/3
• Push/pull - 1/3
• Stoop, kneel, crouch or crawl - 1/3
• Reach with hands and arms - 1/3