Patient Contact Center Agent - MyChart

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Patient Contact Center Agent at Hummingbird, you'll engage with patients, handle appointment scheduling, address inquiries, and update patient data. You’ll provide exceptional customer service and ensure a positive patient experience.

In this intermediate-level position, you’ll work under moderate supervision as you develop proficiency in the role. You’ll complete general tasks and routine assignments independently, while receiving coaching and support from more experienced team members as you tackle more complex work.

Responsibilities

Compensation: Starting at $20.43 - $25.03 per hour, based on experience, less statutory deductions.

Work Location: This is a work-from-home position. You must work from a private location within the United States with consistent, high-speed internet service.

Travel: There may be optional travel for company events.

FLSA Status: Non-Exempt

Benefits Eligible: Yes

People Manager: No

Call Handling

• Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics.

• Address general questions from callers regarding services provided by the healthcare organization.  

• Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources.

• Guide patients to the correct clinical resources based on established protocols.

• Escalate complex inquiries to senior agents or supervisors as necessary.

Appointment Scheduling and Coordination

• Use the Epic electronic medical record system to schedule various appointment types.

• Communicate necessary instructions to patients based on defined workflows for each appointment type.

• Cancel and reschedule appointments as needed, following established protocols.

• Pre-register patients who are new to the health system by capturing all required demographic and insurance information, per standard workflows.

• Validate demographic and insurance information for established patients.

• Document requests for prescription refills, lab orders, and test results, and process them in accordance with documented workflows and protocols.

• Assist with identifying and initiating necessary referrals for specialist appointments, procedures, and tests.

• Communicate with medical practices using defined communication methods on behalf of callers.

• Use the telephony platform, knowledge management system, and other contact center tools to complete daily work.

Customer Service Excellence

• Address and resolve customer service issues promptly and professionally, ensuring patient satisfaction while maintaining patient confidentiality and adhering to HIPAA regulations.

• Communicate effectively with supervisors and team leads, following established protocols and guidelines.

• Maintain high standards of service quality by following best practices, actively participating in training, and continuously seeking improvement.

Team Engagement

• Actively support team initiatives, contributing to a culture of trust and transparency.

• Complete ongoing training to maintain competency in existing and changing workflows.

• Share insights and support team goals.

• Collaborate with colleagues to enhance overall performance.

• Suggest practical solutions to improve patient access services.

• Embrace continuous learning and professional development opportunities.

Required & Desired Skills

Required Skills and Experience

• 1+ years of experience as a contact center agent or phone-based customer service representative.

• Strong customer service skills including the ability to handle challenging situations with patience