Service Center Representative

POSITION DESCRIPTION

Serves as a first point of contact for customers by phone, as well as a liaison between external customers and medical staff. Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal quality patient care. Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.

Provides a high level of customer service to all internal and external customers.

• Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal patient care; schedules appointments by protocol, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
• Obtains necessary patient registration information, verifies patient insurance eligibility, prepares charts for visits in accordance with IHA protocols and notifies clinical staff of patient’s arrival, if applicable.
• Answers telephone in accordance with IHA telephone etiquette guidelines, taking and relaying messages in a timely manner.
• Schedules and confirms patient appointments; obtains appropriate information, enters preliminary account data into computer and confirms appointments based on office protocols.
• May collect payment(s) and ensures timely and accurate posting of payment.
• Records messages for physician and staff accurately, with complete information required, and ensures that it is routed appropriately through Trinity Health IHA Medical Group EMR system.
• Assists patients with MyChart‑related questions. Keeps current on updates, changes and FAQs.
• Accurately documents into IHA systems.
• Maintains familiarity with physician office, Billing Department and all extended care location basic services and hours of operation to respond to customer requests accurately and promptly.
• Assists patients and facilities with questions related to referrals, authorizations and requisitions per established protocols.
• Accurately completes patient forms.
• Supports report management and patient outreach. May support overdue report management.
• Supports other offices, attends meetings and training as assigned.
• Performs other duties as assigned.

• Creates a positive, professional, service‑oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
• Must be able to work effectively as a member of the Service Center team.
• Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
• Successfully completes IHA’s “Our Experience” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with IHA standards, policies and procedures.
• Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
• Uses resources efficiently.
• If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

EDUCATION: High School Diploma or GED. Course work in insurance/billing, medical practice education or seminars are all preferred.

CREDENTIALS/LICENSURE: None

MINIMUM EXPERIENCE: Previous experience in a combination of patient services, medical reception, call/customer service center (medical environment) or…