Call Center Manager Jobs in Springfield, IL (NOW HIRING)

The Patient Access Specialist (PAS) is the heart of the building, and the entry point in providing the welcoming experience for all guests and their families when they call and as they arrive and lead the Springfield Clinic signature experience to all with a no-job-too-small attitude. The PAS also communicates with various ancillary departments and Care Teams to ensure smooth guest flow and high data integrity. Also responsible for the daily work schedule for a group of physicians/staff by answering the phones, obtaining records, verifying patient information, scheduling appointments, entering charges and collecting payments.

Improving efficiency and increasing customer experience will drive your success here at Springfield Clinic.

Job Relationships

Reports to the Operations Manager.

Principal Responsibilities

• Answer incoming calls, identify the need of the caller, route call to appropriate area and take messages as required.
• Assist guests with the check-in process, verify demographic and insurance information, and update as needed. 
• Proactively assists guests, members of the Care Team, and all team members providing information, direction and legendary hospitality.
• Assist guests in enrolling in the FollowMyHealth (FMH) portal and educate them on how to use the portal. 
• Collect any patient payments and provide accurate receipt. Reconcile receipts with cash collected and complete required balancing forms in accordance with performance standards. 
• Refers guests with questions regarding financial liability to appropriate resource(s).
• Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy. Identify schedule capacity and analyze the availability for guest demand in order to maximize provider efficiency and schedule utilization.
• Collaborate with onsite departments, and Care Team members to align scheduling effort and assist guests at first point of contact.
• Document guest requests to the Care Team through EHR.
• Work appropriate system reports for assigned provider/provider group.
• Work office bump list, wait list, normal letters, and overdue orders for assigned provider/provider group.
• Proactively identify issues with processes, policies, teamwork and technology and work to execute solutions to improve the Associate and/or guest experience. 
• Route emergency calls to the Care Team or TeleNurse in accordance to the emergency procedure.
• Drive First Call Resolution on every inquiry by completing all necessary outreach on behalf of the guest or internal customer. 
• Adhere to patient service standards.
• Serve as a role model of service excellence by supporting a positive front desk and/or call center atmosphere. 
• Complete front desk and/or call center duties with a welcoming spirit and efficiency.
• Adhere to appropriate workflow processes.
• Collaborate with team members to deliver an exceptional guest experience.
• Demonstrate an attention to detail.
• Cultivate a learning/teaching environment with team members. 
• Support other departments as needed.
• Remain current on all departmental policies, procedures and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Demonstrate and maintain an openness to getting the job done and assisting & supporting team meet departmental goals & objectives. 
• Eligible for Certified Medical Administrative Assistant (CMAA) exam within (1) year of PAS employment at Springfield Clinic.
  • This is voluntary growth opportunity.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

License/Certificates

• Certified Medical Administrative Assistant (CMAA) exam eligibility per the National Healthcareer Association within (1) year of PAS employment at Springfield Clinic.
  • The is a voluntary growth opportunity.

Education/Experience

• High School graduate or GED preferred.
• Comfortable with technology.
• Preferred: Administrative or technical background acquired through completion of 2-3 years of college. 
• Preferred: Minimum one (1) year medical office experience

Knowledge, Skills and Abilities

• Ability to establish and maintain meaningful and trusting relationships with associates, guests and their families. 
• Actively listen, empathize, and resolve the expressed and unexpressed wishes and needs of Springfield Clinic guests, their families and other members of the Springfield Clinic team.
• Demonstrate a positive and professional attitude and dress at all times.
• Demonstrated ability to reason, interpret and evaluate each situation to provide assistance and resolve issues.
• Seek opportunities to innovate, and improve the Springfield Clinic experience for guests, their families and for team members.
• Effective, proficient, and professional verbal and written communication skills. Ability to adapt communication style to suit different audiences of various diversities and abilities. 
• Ability to effectively multitask under pressure with accuracy in a fast-paced environment.
• Excellent attendance.
• Demonstrates intermediate computer skills and knowledge of computer software programs.
• Treat every interaction as an opportunity to make an impact and deliver excellence. 

Working Environment
Office type environment requiring frequent fluctuations between sitting and standing.

PHI/Privacy Level
HIPAA1