Allegheny Health Network Careers

Job Number: CALLCTR003

Location: North Shore 
Department: AHN Call Center 
Status: Full Time
Union: Non-union
Date Posted: 1/03

The Allegheny Health Network is looking for a highly motivated, customer service oriented individual to jump start their career in an innovatively developed Physician Practice Call Center. Be a part of history in the making as the Allegheny Health Network makes its debut!

Allegheny Health Network is an integrated delivery network focused on preserving health care choice and providing affordable, high-quality care to the people in our communities.  With more than 14,000 employees including 7,400 health care professionals, nearly 200 primary care and specialty care practices, Allegheny Health Network includes seven hospitals in Pennsylvania with nearly 2,400 licensed beds.

Allegheny Health Network’s clinical expertise ranges from primary care to the most complex surgical procedures.  Services include cancer diagnosis and treatment, cardiovascular care, neurological and neurosurgical services, organ transplantation, orthopedic and rehabilitation services, and women’s health.

Job Summary:

The Call Center Representative is responsible for answering calls received into the centralized call center. The Representative will use the appropriate procedures, tools and equipment to answer inquires to provide First Call Resolution as often as possible. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.

Job Duties:

• Promptly answers a multiple line telephone system and processes medical service requests in a confidential manner with strict adherence to policies and procedures
• Schedules appointments for callers using computer software systems; contacts patients to schedule postdischarge appointments, making follow up calls when necessary
• Ascertains the reason for a patient's call. Follows established protocol to appropriately refer a physician or specialist to caller
• Verifies and enters into a computer database patients' demographic and insurance information
• Escalates problems that may arise to the appropriate level
• Maintains department productivity levels for customer satisfaction
• Performs other duties as assigned or required by manager

Job Requirements:

• Ability to use Microsoft Office products; computer literacy; excellent customer service skills
• Clinical Medical background strongly preferred
• Follows standard precautions and/or other appropriate precautions using personal protective equipment as required
• Previous call center or customer service experience preferred