The Call Center Patient Services Specialist (PSS) supports patients and caregivers by managing incoming calls for the SHV Call Center through Genesis. This onsite, non-patient-facing role is based at Comprehensive AFib Cherry Hill in Seattle, WA, with a Monday–Friday schedule from 8:15 a.m. to 5:00 p.m., including a 45-minute lunch and no weekends, holidays, or on-call shifts.
Responsibilities
- Answer all incoming SHV Call Center calls through Genesis.
- Send messages through Microsoft Teams in the appropriate group chat.
- Send secure chats to the Intake Team for new-patient scheduling.
- Warm-transfer calls to the appropriate care team when a caregiver is available.
- Create telephone encounters using the call intake template and route them to the appropriate care team pool through Epic when the care team is unavailable.
- Provide in-scope general information, including addresses, appointment confirmations, and fax numbers.
- Assist Patient Care Coordinators with additional tasks during lower call volumes or as requested by a supervisor or lead.
- Rotate onsite in-office coverage three times per month on assigned days, with make-up coverage scheduled when necessary.
Required Qualifications
- At least one year of experience in a medical office or related healthcare environment.
Preferred Qualifications
- At least one year of experience in healthcare call center operations.
- High school diploma or equivalent.
- Experience with Epic, Microsoft Teams, electronic health records, and Genesis.
- Strong verbal communication skills.
- Understanding of information privacy.
InSync Consulting Services is a staffing agency specializing in Healthcare, Commercial, and EOR staffing services.
