Contact Center Specialist I

Confluence Health

Wenatchee, WA

Central Washington Hospital

Call Center

Full Time

Day Shift




Position Summary:
  • This position represents Confluence Health during initial phone contact by providing patients with appointments and information, and access to operation support services and clinical resources. This position provides a high level of customer service in a manner consistent with Confluence Health's mission, goals and service standards.
Essential Functions:
    • Assists all patients through the healthcare system by acting as a patient advocate and navigator.
    • Coordinates continuity of patient care by connecting patients with appropriate clinical resources.
    • Demonstrates the organization's culture of compassion, accountability, and results by displaying the highest standards of integrity, consistency, exceptional customer service, and patient satisfaction.
    • Schedules, cancels and reschedules appointments. Schedules interpreters with the appropriate appointment when necessary. Utilizes the waitlist for patients requesting an earlier appointment. Utilizes the waitlist for filling provider openings.
    • Prepares patient information for the visit as directed.
    • Coordinates with practitioners and support staff for smooth patient flow.
    • Answers telephone, screens calls and routes to appropriate person, takes message by initiating a Staff Message, or handles call if it is regarding scheduling.
    • Verifies accurate billing, demographic, and insurance information at every encounter. Accurately codes new insurance using available Epic, RTE Response History, payor web site, and Business Office resources. Initiates appropriate changes in accordance with Business Office policy. Demonstrates proficiency by maintaining accuracy in accordance with CH established standards.
    • Obtains or initiates required waivers for non-covered services dependant on payor or payor type.
    • Confirms referral has been obtained when required by insurance coverage. Contacts referring office as required.
    • Adheres to departmental patient handling performance standards and teamwork performance standards. Participates in the training of co-workers. **Level 2
    • Attends monthly Receptionist Meeting as well as scheduled department meetings.
    • Adheres to HIPAA guidelines.

  • Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
  • Required:
    • Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail required.
    • Must excel in a team based environment with a positive attitude, and have the ability to be flexible.
    • Typing skills at least 35 wpm.
    • Computer experience with a scheduling program.
    • Ability to relate effectively with co-workers, physicians and staff.
    • Teamwork skills.
    • Ability to relate effectively with patients, clinic guests, and general public.
    • Ability to work efficiently amidst on-going distractions.
    • Ability to communicate effectively in written form.
    • Work independently with minimal supervision.
    • Organize tasks.
    • Pleasant phone manner.
    • Attention to detail and accuracy.
    • Respond calmly in emergency situations.
    • Ability to reason and think logically to solve problems.
    • Use judgment and make decisions.
    • Ability to deal with the public in confrontational situations.
    • Maintain confidentiality.
    • Ability to perform work against deadlines.
    • Ability to examine documents for accuracy and completeness.
    • Ability to problem solve and multi-task; keep confidences; knowledge of scheduling parameters, insurance concepts and patient registration software.
    • Knowledge of Confluence Health system and providers is necessary to efficiently schedule appointments and answer questions.
    • Proven computer skills (accessing and navigation of websites with the ability to copy and paste information and basic keyboarding).
    • Demonstrated basic telephone skills (transfer, conference, placing a patient on hold).

  • Desired
    • High school diploma or equivalent (GED).
    • Previous healthcare, call center, or customer service experience is preferred.
    • Medical terminology.

Who We Are: Confluence Health is an integrated healthcare delivery system that includes two hospitals and more than 40 medical specialties, to provide comprehensive medical care in North Central Washington. With over 270 physicians and 150 advanced practice clinicians, Confluence Health is the major medical provider between Seattle and Spokane. Our goal is to deliver high-quality, safe, compassionate, and cost-effective care close to home. Staying on the leading edge of healthcare innovation is important, so we invest in technology--to provide better care for our patients and allow our providers to operate at the highest level. Our Mission: We are dedicated to improving our patients' health by providing safe, high-quality care in a compassionate and cost-effective manner. Our Vision: To become the highest value rural healthcare system in the nation that improves health, quality of life, and is a source of pride to those who work here.