Typical pay range: $16.18 - $23.10
ST. CHARLES HEALTH SYSTEM
TITLE: Centralized Service Representative
REPORTS TO POSITION: St. Charles Medical Group Ambulatory Call
DEPARTMENT: St. Charles Medical Group
DATE LAST REVIEWED: September 18, 2020
OUR VISION: Creating America's healthiest community,
OUR MISSION: In the spirit of love and compassion, better
health, better care, better value
OUR VALUES: Accountability, Caring and Teamwork
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. We encourage
collaboration between clinical and non-clinical staff to assure we
are providing our community with comprehensive and compassionate
The Centralized Service Representative acts as liason between
patients and clinic professional staff by facilitating scheduling,
clerical and reception activities and assisting in administrative
tasks from within a centralized call center department.
This position does not directly manage any other caregivers.
ESSENTIAL FUNCTIONS AND DUTIES
Responsible for accurately recording patient demographics,
insurance and billing information for each patient.
Responsible for processing and routing telephone calls
accurately in accordance with established protocols.
Performs real time eligibility for insurance benefits.
Maintains all department specific files, programs and recall
Responsible for accurately scheduling patient appointments.
Reconciles daily schedules with appointment reports.
May be responsible for collecting payments on outstanding
balances whenever possible.
Actively participates in achieving organizational and department
Ability to work as part of a Care Team with providers and
Schedules procedures via the Electronic Medical Records system
following established protocols that promote physician satisfaction
and scheduling efficiencies.
Supports the vision, mission and values of the organization in
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.
Required: High school diploma or GED.
Required: Minimum one (1) year of paid customer service work
Preferred: One (1) year of clerical support in a healthcare
setting or one (1) year call center experience.
PERSONAL PROTECTIVE EQUIPMENT:
Must be able to wear appropriate Personal Protective Equipment
(PPE) required to perform the job safely.
ADDITIONAL POSITION INFORMATION:
Must have excellent communication skills and ability to interact
with a diverse population and professionally represent St. Charles
Ability to effectively interact and communicate with all levels
within St. Charles Health System and external
Strong teamwork and collaborative skills.
Ability to multi-task and work independently.
Attention to detail.
Excellent organizational skills, written and oral communication
and customer service skills, particularly in dealing with stressful
Performs basic math (add, subtract, multiply and divide)
Performs intermediate to advanced math (analysis, statistics,
significant data or number manipulation).
Basic to intermediate ability and experience in computer
applications, specifically electronic medical records system and MS
Continually (75% or more): Use of clear and audible speaking
voice and the ability to hear normal speech level.
Frequently (50%): Sitting, standing, walking, lifting 1-10
pounds, keyboard operation.
Occasionally (25%): Bending, climbing stairs, reaching overhead,
carrying/pushing or pulling 1-10 pounds, grasping/squeezing.
Rarely (10%): Stooping/kneeling/crouching, lifting, carrying,
pushing or pulling 11-15 pounds, operation of a motor vehicle.
Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing
or pulling 25-50 pounds, ability to hear whispered speech
Exposure to Elemental Factors
Never (0%): Heat, cold, wet/slippery area, noise, dust,
vibration, chemical solution, uneven surface.
Blood-Borne Pathogen (BBP) Exposure Category
No Risk for Exposure to BBP
Schedule Weekly Hours:
First Shift (United States of America)
Is Exempt Position?
Scheduled Days of the Week:
Shift Start & End Time:
8:00 AM to 5:00 PM