Centralized Service Representative
$46,384–$62,629 year
HybridBend, Oregon, United States
Job Summary
Conduct telephone and digital support for patients, representatives, and provider offices by accurately creating or locating patient accounts and processing real-time insurance eligibility. Schedule appointments and procedures across multiple service lines using electronic systems while collecting demographics, billing information, and referral details. Handle urgent and emergent calls with active listening skills, deescalate complaints, and route requests to appropriate clinics or staff. Maintain database profiles, transcribe patient messages into the electronic health record, and report scheduling issues to ensure protocol adherence. Work Monday through Friday from 8am to 5pm as part of the St. Charles Health System Patient Access Services team.
Required Qualifications
- High school diploma or GED
- Minimum one (1) year of paid customer service work experience
- Must be able to wear appropriate Personal Protective Equipment (PPE)
- Must have excellent communication and organizational skills
- Ability to interact with a diverse population
- Must adapt quickly to frequent process changes and improvements
- Is reliable, engaged, and provides feedback to inform process improvement
- Attends all department, team, and company meetings as required
- Requires exceptional critical thinking and analytical skills
- Ability to work under minimal supervision
- Requires strong communication, customer service, interpersonal skills and telephone etiquette
- Ability to prioritize workflow according to pre-set instructions
- Strong teamwork and collaborative skills
- Excellent organizational skills
- Excellent written and oral communication skills
- Excellent customer service skills
- Ability to multi-task and work independently
- Attention to detail
- Ability to perform basic math calculations (add, subtract, multiply and divide)
- Ability to perform intermediate to advanced math analysis and data manipulation
- Intermediate ability and experience in computer applications, specifically electronic medical records system, MS Office, MS Teams, and Excel
- Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level
- Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation
- Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing
- Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle
Desired Qualifications
- One (1) year of clerical support in a healthcare setting
- One (1) year call center experience
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