Part-Time Patient Contact Center Agent - MyChart

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it.  We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry.  Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Patient Contact Center Agent at Hummingbird, you will engage with patients, handle appointment scheduling, address inquiries, provide MyChart technical support, and update patient data. You will provide exceptional customer service and contribute to an overall positive patient experience. We are looking for individuals who are passionate about patient care, technology-enabled healthcare solutions, and creating a seamless patient experience.

In this intermediate-level position, you’ll work under moderate supervision as you develop proficiency in the role. You’ll complete general tasks and routine assignments independently, while receiving coaching and support from more experienced team members as you tackle more complex work like handling intricate tasks such as including cross-coverage of complementary service lines, managing complex registrations, correcting registration errors, supporting digital health tools, and assisting with referral coordination.

Responsibilities

Compensation: $20.43 - $25.03 per hour, based on experience, less statutory deductions.

Work Location: This is a work-from-home position. You must work from a private location within the United States with consistent, high-speed internet service. Must be able to work on Mountain Standard Time.

Travel: There may be optional travel for company events.

FLSA Status: Non-Exempt

Benefits Eligible: Yes

People Manager: No

This is a part-time position with the following available shifts:

9:00 am - 2:00 pm Monday-Thursday

9:00 am - 2:00 pm Monday, Tuesday, Wednesday and Friday

10:00 am - 3:00 pm Monday-Thursday

10:00 am - 3:00 pm Monday, Tuesday, Wednesday and Friday

*You must be able to train full-time the first two weeks, or until fully proficient.

Call Handling & Patient Support 

• Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics. 

• Support outbound call campaigns when as directed supervisor. 

• Address general questions from callers regarding services provided by the healthcare organization.   

• Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources. 

• Guide patients to the correct clinical resources based on established protocols. 

• Escalate complex inquiries to senior agents or supervisors as necessary. 

 

Appointment Scheduling and Coordination 

• Use the Epic electronic medical record system to schedule various appointment types. 

• Communicate necessary instructions to patients based on defined workflows for each appointment type. 

• Cancel and reschedule appointments as needed, following established protocols. 

• Pre-register patients who are new to the health system by capturing all required demographic and insurance information, per standard workflows. 

• Validate demographic and insurance information for established patients. 

• Document requests for prescription refills, lab orders, and test results, and process them in accordance with documented workflows and protocols. 

• Assist with identifying and initiating necessary referrals for specialist appointments, procedures, and tests. 

• Communicate with medical practices using defined communication methods on behalf of callers. 

• Use the telephony platform, knowledge management system, and other contact center tools to complete daily work.  

• Promote and encourage patient enrollment in self-service and digital patient access tools, such as the MyChart patient portal. 

 

MyChart & Technical Support 

• Assist patients with MyChart account setup, password resets, and login troubleshooting. 

• Provide guidance on secure messaging, online scheduling, and virtual visit setup. 

• Troubleshoot technical issues related to MyChart, patient registration, and EMR access. 

• Educate patients on the benefits of self-service tools, helping them navigate digital health solutions. 

• Coordinate with IT support teams when technical issues require additional resolution. 

 

Customer Service Excellence 

• Address and resolve customer service issues promptly and professionally, ensuring patient satisfaction while maintaining patient confidentiality and adhering to HIPAA regulations. 

• Communicate effectively with supervisors and team leads, following established protocols and guidelines. 

• Maintain high standards of service quality by following best practices, actively participating in training, and continuously seeking improvement. 

• Demonstrate genuine care and understanding for patients' needs and concerns, ensuring a compassionate and supportive interaction.  

• Recognize and respond appropriately to the emotions of patients, maintaining a positive and empathetic demeanor.  

 

Team Engagement 

• Actively support team initiatives, contributing to a culture of trust and transparency. 

•  Complete ongoing training to maintain competency in MyChart support, digital health tools, and changing workflows. 

• Share insights and support team goals. 

• Collaborate with colleagues to enhance overall performance. 

• Suggest practical solutions to improve patient access services. 

• Embrace continuous learning and professional development opportunities. 

• Serve as a peer sponsor for associate agents to support their growth and development. 

 

Required & Desired Skills

Required Skills and Experience

• 1+ years of experience as a contact center agent or phone-based customer service representative.

• Strong customer service skills including the ability to handle challenging situations with patience and professionalism.

• Basic computer literacy and troubleshooting skills.

• Ability to type 50 WPM with accuracy.

• Familiarity with contact center software and technology.

• Strong communication skills, both written and verbal.

• Ability to adhere to established protocols and guidelines.

• Ability to multitask and prioritize tasks in a fast-paced environment.

• Ability to work collaboratively in a team setting.

• Comfortable working in a remote work environment.

Desired Skills and Experience

• Familiarity with healthcare or patient access services.

• Familiarity with using electronic medical record (EMR) and MyChart.

• Strong problem-solving skills and the ability to think critically.

• Flexibility and adaptability to change.

• Bilingual or multilingual.

• Familiarity with medical terminology.

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce. 

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.
 

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