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Contact Center Specialist II / SRS Patient Contact Admin/ Variable Shift/ Full Time

Job ID JR124271 Date Posted 07/07/2022
San Diego, California
  • Copley Drive
  • Variable
  • Regular
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Shift Start Time:


Shift End Time:


Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:


Required Qualifications

  • H.S. Diploma or Equivalent
  • 1 Year relevant work experience in customer service, retail, or call center; or two years of post-secondary education or higher.

Preferred Qualifications

  • Associate's Degree

Essential Functions

  • Customer Service/Communication
    Provide prompt, accurate, and excellent customer service to internal and external customers utilizing the established quality standards.
    Actively listen and appropriately evaluate the customers’ needs and respond to established policies and procedures.
    Directs caller to appropriate service within SRS or SHC whichever is appropriate.
    Work collaboratively with site partners to accomplish patient needs in an efficient manner
    Demonstrates effective teamwork with coworkers to provide positive outcomes for patients, internal and external customers as well as peers.
    Delivers the Sharp Experience on all phone calls.
  • Scheduling/Task Management
    Determine appropriate visit type and duration based on patient needs and physician schedule.
    Updates patient demographics, appointment site location and verifies any collector codes.
    Demonstrates ability to navigate electronic health record to schedule appointments in a manner that is transparent to patient/caller.
    Creates tasks are clear and concise and sent with appropriate level of priority with minimal level of assistance needed.
    Ensures all appropriate options are offered to patient to meet immediate or future needs.
    Screens and directs phone calls, relays accurate and complete messages. Utilizes good grammar, spelling and approved abbreviations.
    Provides accurate and helpful information.
    Knowledgeable of and utilizes downtime procedure.
  • Insurance Verification
    Verifies and updates insurance and demographic information.
    Consistently confirm and update insurance provider and update scheduling comments.
    Provide patients with deposit or copay information as required.
    Reviews insurance and demographic information with patients and takes appropriate action to update changes identified.
    Verifies insurance eligibility prior to scheduling appointments utilizing various automated eligibility systems.
  • Schedule Adherence
    Effectively manages schedule to ensure optimal phone coverage to support service goal of answering 80% of calls within 30 seconds.
    Utilizes "not ready" codes appropriately as defined.
    Adheres to assigned start time, breaks and lunch schedules.
    Ensures conformance to schedule by taking the correct amount of time for breaks and lunches.
    Typically exceeds expectations in adherence and conformance measures.
  • Critical Thinking
    Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Change Management
    Quickly and easily adapts to changing business needs with minimal intervention from leaders.
  • Leadership
    Serve as a resource for CCS's on complex issues.
    Answers internal help line supporting less tenured staff.
    Support new hire training as a resource on an as needed basis.
  • Projects
    Participates in special projects and other duties as assigned.
  • Training

    Meets or exceed required performance metrics. Successful completion of training (online modules, phone support, etc.) for additional service-lines (Pediatrics, OB-GYN, etc.) as needed.

Knowledge, Skills, and Abilities

  • Ability to work in a fast-paced environment while navigating multiple programs and effectively use on-line resources.
  • Excellent verbal, written and interpersonal communication skills.
  • Excellent Telephonic communication with the ability to explain concepts in a clear and articulate manner.
  • Ability to multi-task with regular interruptions and maintain a high degree of accuracy.
  • Demonstrated ability to focus on task while demonstrating a sense of urgency.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

H.S. Diploma or Equivalent; Associate's Degree
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