Central Services Representative

Position Description:

Every day, in ways both big and small, the Medical College of Wisconsin (MCW) is impacting lives for the better. MCW … changemaking for a healthier Wisconsin.

Answer the main, advertised numbers for the Froedtert & Medical College Clinics. Assist patients with general information and provide customer service using knowledge of the entire clinical enterprise and a variety of resources, policies and procedures.  Serve as a liaison between outside individuals (i.e. referring physicians and patients) and Froedtert & Medical College of Wisconsin faculty and staff in responding to requests for services and information for the entire enterprise. In addition to providing information and directing calls for the Froedtert & Medical College Enterprise, also schedule and register patients directly for over 100 physicians in seven or more specialties and all clinical enterprise locations for such specialties.  Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to ensure proper payment for services rendered. 

Responsibilities: 

Triage all calls to determine caller needs and provides excellent customer service in doing whatever possible to meet their needs.  Responds to inquiries and/or routes calls or messages to appropriate individual or area.  Receives and dispatches messages and information for the entire enterprise, as the numbers answered are widely advertised to the public.

Schedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.

Encourages patients to sign up for MyChart and the Froedtert & MCW Ap to help manage their healthcare electronically and steps them through the process to get activated on these online tools.

Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.

Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient’s insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.

Manages all web appointment requests for the enterprise and either calls to schedule or routes to the appropriate area to assist the patient.

Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.

Develops understanding of all Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.

Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.

Follows detailed protocols, enterprise scheduling tools and multiple information sources to ensure accuracy of all appointment scheduling and registration, as well as credibility regarding customer inquiries for all Froedtert & MCW physicians, clinics, locations, studies, programs, and services.

Preferred Schedule:

Position Requirements:

Minimum Qualifications:

Appropriate experience may be substituted for education on an equivalent basis

Minimum education: High school diploma  
Minimum experience: 2 years of experience, preferably in a call center with moderate to high call volume. 

Preferred Qualifications:

Preferred Education: Associate Degree or 1-2 years college course work.
Preferred Experience: Customer Service experience in a high-volume call center helpful. Prefer 6 months or more experience as an Appointment Services Representative in Pre-Arrival department. Health care experience and/or education helpful.

 Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• On campus Fitness Facility, offering onsite classes.

For a full list of positions see: www.mcw.edu/careers  

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

Eastern Wisconsin is a vibrant, diverse metropolitan area.  MCW is intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine.  MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community.#LI-NK1

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination

The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual’s race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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