Typical pay range: $18.45 - $26.95
ST. CHARLES HEALTH
Centralized Service Representative
Ambulatory Call Center Supervisor
St. Charles Medical Group
Creating America’s healthiest community, together.
In the spirit of love and compassion, better health, better care,
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 (CSR) 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 any 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
Responsible for processing and routing large volumes of
diversified patient telephone calls accurately in accordance with
clinic and St. Charles Medical Group established
Responsible for accurately scheduling patient appointments
across multiple service lines following established protocols that
promote positive patient experience, physician satisfaction and
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
Ability to work as part of a Care Team with providers and
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
Preferred: One (1) year of clerical support in a
healthcare setting or one (1) year call center
PERSONAL PROTECTIVE EQUIPMENT:
Must be able to wear appropriate Personal Protective Equipment
(PPE) required to perform the job safely.
ADDITIONAL POSITION INFORMATION:
Must adapt quickly to frequent process changes and
Is reliable, engaged, and provides feedback as to improve
processes and policies.
Attends all department, team, and company meetings as
Responds to all customer and emergency calls in a confident
rapid accurate pleasant and professional manner with the ability to
remain calm in emergency situations.
Requires exceptional critical thinking and analytical skills
with the ability to work under minimal supervision.
Requires strong communication, customer service interpersonal
skills and telephone etiquette.
Ability to prioritize workflow according to pre-set
Must have excellent communication and organizational skills with
ability to interact with a diverse population and professionally
represent St. Charles Health System with internal and external
Strong teamwork and collaborative skills.
Ability to multi-task and work independently.
Attention to detail.
Performs basic math (add, subtract, multiply and divide)
Performs intermediate to advanced math (analysis, statistics,
significant data, or number manipulation).
Intermediate ability and experience in computer applications,
specifically electronic medical records system, MS Office, MS
Teams, and Excel.
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
Never (0%): Climbing ladder/step-stool,
lifting/carrying/pushing or pulling 25-50 pounds, ability to hear
whispered speech level.
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: