Call Center Customer Service Rep - PRN

• Position is on-site at Janesville, WI
• PRN/2nd shift with the ability to train on 3rd shift

Provides excellent customer service to all incoming and outgoing calls, as a primary contact for Mercyhealth. While operating 24/365, customer service representatives are responsible for answering customer calls, assisting callers with primary care appointment scheduling, event/class registrations, physician referrals, service referrals and/or directing the calls to the appropriate department/partner within the Mercyhealth as requested. Perform other clerical duties as needed. Work schedules may vary to meet the needs and call volume of the department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers incoming telephone calls and email, determines purpose of callers, and forwards calls/emails to appropriate personnel.
• Follows physician's protocol to page the Mercyhealth Provider or their out of network associates for after hour calls. Provides follow-up to callers based on customer request and physician protocol. Routes all non-urgent provider requests by fax to the provider's office.
• Use customer service skills to handle patient complaints and document using customer comment cards
• Schedule appointments after-hours using Epic for PCPs and Pediatrics. Assist physicians after hours by cancelling appointments and notifying patients of their schedule change.
• Assist callers with a physician referral by identifying which physicians are accepting new patients and may best match up to the patient's needs and concerns. Follow up by assisting with schedule and confirmation letter.
• Prepare the following reports and forward reports to appropriate parties:
• Call details per physician or call group
• Rounding queues for FP/IM call group
• Newborn admission notifications
• Unplanned hospital admissions to MHTC/MWH
• Send email to facilities director report
• Requests for Hospice and Home Health
• Assisting crisis/critical calls by contacting 911 if needed, keeping the line open until a suitable outcome has been reached. Issuing patient welfare checks per direction of providers or administration.
• Behavioral health crisis/critical calls are transferred to the Inpatient Behavioral Health Unit for WI or County crisis line for Illinois residents.
• Monitors, documents, updates status of Primex sensor alerts across the clinical health system setting to ensure compliance with Joint Commission. These sensors operate 24/7 to report proper refrigerator and freezer temperatures for units that hold medicines/blood/vaccinations/nutrition. Monitor the suspend list report.
• Documentation of all monitor sensor alerts is maintained in the database to ensure compliance with Joint Commission.
• Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable.
• Answers questions about organization and provides callers with address, directions, and other information.
• Maintains fax machines, assists users, sends faxes and retrieves and routes incoming faxes.
• Creates and prints fax cover sheets, memos, correspondence, reports and other documents when necessary
• Maintain databases with up-to-date information for Mercyhealth departments and functions in order to either answer customer questions or route calls to the appropriate department.
• Set-up and maintenance of Mercyhealth classes/events/services/facilities database for website calendar and registration.
• Regular correspondence and reporting to class/event coordinators, instructors and clinic staff
• Processing registrations, cancelations, and/or event rescheduling for classes/events - Gathering necessary consumer information as requested by the event coordinator or clinic partners, accepting and processing payment, and issuing confirmation letters with receipts
• Making reminder calls to participants of classes and events per coordinator requests.
• Maintain daily cash log for monies received and balance against PayPal accounting reports. Prepare bank deposit.
• Assists with event preparations. This includes, but is not limited to the preparation and distribution of documents.
• Assist the patient access department's research to measure Medical Annual Wellness compliance
• Have an understanding of medical terminology to better facilitate patient calls
• Reviewing completed records daily, identifying errors made in all modules.
• Follow up contact with Supervisor and/or coworker that made error to ensure understanding of correct processes. This occurs the following day after records have been reviewed.
• Maintenance of the department training manual, making instructional sheets when new policies or procedures are developed.
• When necessary, take responsibility on behalf of staff for paging errors, apologize to provider, take necessary corrective action, and follow up with Customer Service Representative II or Supervisor to discuss next steps.
• Maintain the provider database for all IL and WI providers for onboarding and departing providers.
• Maintain monthly on-call schedules and protocols.
• Maintain monthly database for accepted insurances and work closely with reception and leaders to help schedule patients according to their insurance needs.
• Maintain database for Primex sensors and their call tree protocol.
• Database maintenance for consumer records, ensuring accuracy and elimination of duplicates.
• Periodic meet and greet visits to clinics to ensure providers and partners are satisfied with service offered after hours by MHL.
• Beginning level knowledge of report writing and report manipulations to extract needed details on calls.

CULTURE OF EXCELLENCE BEHAVIOR EXPECTATIONS

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

EDUCATION AND EXPERIENCE

High school diploma or equivalent; or one to three months related experience and/or training; or equivalent combination of education and experience.

Experience as a Call Center Customer Service Representative 1, with extensive knowledge in LVM database, Mercyhealth providers and on-call protocol.

Internal transfer of a partner who has had two years' experience in customer service with another department in Mercyhealth.

ADDITIONAL REQUIREMENTS

Passing the Driver's License Check and/or Credit Check (for those positions requiring).

Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check. Must be able to follow written/oral instructions.

OTHER SKILLS AND ABILITIES

Language Skills

Ability to read and comprehend complex instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving multiple variables in standardized situations.

Computer Skills

Computer skills including typing skills are required. To perform this job successfully, an individual should have knowledge of Database scheduling software; Spreadsheet software and Word Processing software.

Excellent customer service skills, telephone skills and verbal communication skills with voice clarity. Ability to problem solve. Good conflict resolution with both internal and external partners.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

Occupational Exposure: Category C - No partners in the specified job classification have occupational exposure.

AGE OF PATIENTS SERVED

Adolescents (13 years - 17 years)

Adult (18 years - 64 years) Geriatric (65 years and older)

INFORMATION ACCESS

Partner may access patient care information needed to perform their job duties.

WORK CONTACT GROUP

Community, physicians, leadership team, patient/ families and other health system personnel.

SPECIAL PHYSICAL DEMANDS

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.

While performing the duties of this Job, the employee is constantly required to sit. The employee is frequently required to use fingers to handle, finger and feel; talk and hear. The employee is occasionally required to stand, and walk. The employee is required to exert up to 1- pounds of force frequently. Specific vision abilities required by this job include frequent close vision and ability to adjust focus. Occasional distance vision, color vision, peripheral vision and depth perception. Normal hearing range for communication with callers, patients, clinic personnel and physicians is needed. Must have visual acuity for the necessary computer service documentation and communications

LEVEL OF SUPERVISION

Following appropriate training, handling of calls including listening to the live call, listening to the taped call and/or reviewing the call documentation can and will be conducted as needed by a Call Center Customer Service Representative 3 (assigned by the Coordinator) or the Call Center Operations Coordinator.

Mercyhealth offers a generous total rewards package to eligible employees including, but not limited to:

* Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.

* Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.

* Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.

* Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.

* Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.

* Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.