Centralized Service Representative

(Full-Time, Days)
Pay range: $21.86 - $29.52

ST. CHARLES HEALTH SYSTEM                                                                    

JOB DESCRIPTION                                                                                                                                                                                                                                                           

TITLE:                                      Centralized Service Representative

REPORTS TO POSITION:         Ambulatory Access Director or Delegate

DEPARTMENT:                         Patient Access Services 

DATE LAST REVIEWED:          October 2024

OUR VISION:                            Creating America’s healthiest community, together.

OUR MISSION:                         In the spirit of love and compassion, better health, better care, better value

OUR VALUES:                          Accountability, Caring and Teamwork

DEPARTMENTAL SUMMARY: Patient Access Services is a support services division of St Charles Health System. Patient Access serves as a liaison to inpatient and hospital-based outpatient departments.  Ambulatory Access serves as a liaison to ambulatory outpatient departments by providing scheduling, registration, prior authorization, medical record, population health outreach, and project management support.  We encourage collaboration between clinical and non-clinical staff to ensure 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 care pathways. CSRs schedule appointments and procedures using electronic scheduling systems in adherence with varying and unique practice protocols for numerous specialty clinics. Centralized Service Representatives’ home department may be a specific location that is supported by Patient Access Services, the St Charles One Call Centralized Call Center, or they may float between multiple locations. 

This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:   

Responsible for accurately creating or locating patient accounts in the electronic health record system.

Collects and records patient demographics, insurance and billing information.  Performs real time eligibility for insurance benefits. Updates database and patient profiles to reflect the most current contact information.

Responsible for processing and routing large volumes of diversified patient telephone calls accurately in accordance with department and St Charles Health System established protocols. 

Accurately schedules patient appointments and procedures across multiple service lines and specialties, following established protocols that promote positive patient experience, efficiency and standardization.   

Reviews and processes 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.

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 Health System established protocols.

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.

Attention to detail in recording patient messages and reasons for call / appointment, and accurately transcribing that information into the electronic health record following department protocols and standards. 

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 goals.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate. 

Ability to work