Reception Team Staff - Call Center

This is a full-time dual-role position supporting both the Behavioral Health Reception Desk and the Call Center. Behavioral Health Reception shifts will be performed on-site at the Olin clinic. Call Center shifts offer a hybrid work arrangement and may be eligible to be worked remotely following successful completion of a 90-day introductory period. During the initial 90 days, all shifts, including Call Center responsibilities, will be performed on-site at the Olin clinic.

The Reception Team Staff - Call Center position is responsible for providing a wide range of administrative support activities within the Call Center including answering telephone calls from members, co-workers, and other GHC-SCW staff, answering team and practitioner staff calls and relaying messages appropriately and in a timely manner, scheduling follow-up and routine appointments, informing members of relevant co-payments and fees that will be due at the time of service, and answering general questions. The incumbent works under the general supervision and review of the Call Center Supervisor.

GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging. In dedication to the health and well-being of our employees, we offer a comprehensive benefits package that includes health and dental insurance, along with paid parental leave, short-term disability, long-term disability, and life insurance. Additional benefits include a flexible spending account, employee assistance programs, tuition reimbursement, pet insurance, eyewear discounts, and more. Check us out by clicking on Many Talents, One Mission! The Benefits of Working at GHC-SCW.
Job Specific Minimum Qualifications

High school graduate or equivalent required.
Minimum six (6) months work experience in a setting that requires customer service skills required. Work experience in a Medical Reception setting preferred. Work experience in a Medical Reception Call Center preferred. Relevant training may be substituted for work experience.
Previous experience using the telephone in a service capacity preferred.
Experience with medical terminology preferred.
Ability to pass skill checks in primary reception area and Telephone Communications within a reasonable time period. (Approximately 3 months).
Excellent organizational skills.
Excellent verbal and written communication skills.
Excellent customer service skills and listening ability to resolve customer complaints. Ability to work with a diverse patient population.
Ability to work harmoniously and cooperatively with all personnel and the public.
Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public.
Ability to maintain patient confidentiality. Knowledge of or ability to learn HIPAA requirements.
Knowledge of and ability to use various computer programs including database, word processing, and email.
Ability to use and/or learn on-line systems such as electronic medical record.
Ability to use accuracy in and apply protocols to appointment scheduling.
Ability to handle and prioritize multiple tasks appropriately in rapid succession.
Ability to be flexible in daily assignments.
Ability to take and relay messages accurately and in a timely manner, including the ability to spell correctly.
Ability to use a keyboard with a minimum of typing 30 WPM for much of the shift.
Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from desk chair.
Ability to frequently bend and reach from both a standing and sitting position.
Ability to speak and listen in person and on the telephone

The incumbent knows and abides by all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets personal standards and strives for high quality work in completing assignments, performs job duties in a timely manner, and represents the organization in a positive manner. The incumbent understands our Mission, Vision, and Common Values (stated below) and is committed to promote these values in behavior and attitude.
Our Mission Statement: We partner with members and the communities we serve to maximize health and well-being.
Our Vision: As a local, not-for-profit, member-owned Cooperative, we are the most trusted resource for lifelong health and well-being in the communities we serve.
Our Values

We are a not-for-profit Cooperative
We are member-centered
We are equitable and inclusive
We are quality-driven
We are innovative
We are community involved

We believe:
Healthcare is a human right.
In treating all people with dignity and respect.
There is strength in diversity.
Equity celebrates our humanity.
We are better together.