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Call Center Agent (Hybrid) (4 open roles)
Location: Durham, NC 27703
6 months (extension or perm placement)
SHIFT:

• Hybrid; M-F 8:00am—5:00pm. For first 3 weeks of assignment, contractor will be required to be onsite for training. Contractor may be eligible to convert to remote upon evaluation of performance after training is completed. Equipment will be provided for those selected to work remote

JOB RESPONSIBILITIES:

• Provide a comprehensive one-call experience to meet the various needs of patients, referring providers, and family members. Adapt to and manage the ever changing and complex services, providers, service locations and initiatives across our Organization while providing the highest level of customer service to each caller. Provide a comprehensive one-call experience to meet the various needs of patients, referring providers, and family members.
• Responsible for scheduling various complex outpatient procedures. Procedures include, but not limited to, Colonoscopy, Upper & Lower Endoscopy, Endoscopic Retrograde Cholangio- Pancreatography, Endoscopic Ultrasounds and Bronchoscopy. They are typically scheduled in an Ambulatory Surgery Center setting in our System and Private Diagnostic Clinic, but may also be scheduled in an operating room. Based on documentation requirements, these procedures are scheduled in an alternate Epic scheduling module due to the added complexity.
• An Editor receives, interprets, and executes provider schedule change requests. The schedule change request is submitted to the editor and/or in the case of complex block scheduling, with supplemental spreadsheets and is managed through a custom-built database. The Editor makes the schedule changes in the MaestroCare system using the edit template function.

QUALIFICATIONS:

• A high school diploma or equivalent is required
• Appointment scheduling
• Minimum of 2 years of health care related or call center experience
• EPIC experience highly preferred

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