Call Center Representative - Call Center, Full-time
Rehabilitation Institute of Chicago

Job Info

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The Call Center Representative will serve as the first point of contact for patients scheduling outpatient therapy and physician appointments. During the scheduling phone calls, the outpatient services call center representative will be responsible for the management of the pre-registration data within the Cerner system. In addition, the outpatient services call center representative will be responsible for triaging non-scheduling calls that come through the Center to the appropriate party.

The Call Center Representative will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Call Center Representative will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Principal Responsibilities The Call Center Representative will:

1. Communicates with patients and clinicians via the telephone to evaluates patient needs to determine appropriate care provider or manage appointments
2. Registers and schedules new patients for therapy and physician services based on orders received, consult outcome, urgency of care, and patient convenience to time and location.
3. Conducts appointment reminder calls to patients when designated by Call Center Manager.
4. Informs Shirley Ryan Abilitylab sites of issues regarding appointments, including rescheduling, canceling, and notification of late arrival.
5. Obtains authorizations for treatment from insurance companies and liaises with clinicians.
6. Manages authorization status of various payers including Medicare secondary payers, IDPA, and Workers Compensation.
7. Responds to prescription refill/test result requests from the Outpatient Services Center, providing requested information.
8. Maintains the Allied Health Database in consultation with the various sites.
9. Maintains referring physician information, including licensure, governmental eligibility, and contact information in a centralized database.
10. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

This job has expired.