Call Center Representative-STC

  • Tower Health
  • Philadelphia, PA, USA
  • Feb 18, 2021

Job Description


Tower Health is a strong, regional, integrated healthcare provider/payer system that offers leading-edge, compassionate healthcare and wellness services to a population of 2.5 million people. Together, our seven hospitals and other entities provide a full range of medical care from prevention, screenings & education; to the latest clinical services and surgeries available; to rehabilitation. We also offer wellness programs & public health services that ensure our communities are the healthiest they can be. Our caring, highly trained physicians and staff are committed to patient safety and patient satisfaction. With more than 11,000 team members, Tower Health includes Reading Hospital, a teaching hospital based in West Reading; Brandywine Hospital in Coatesville; Chestnut Hill Hospital, a teaching hospital in Philadelphia; Jennersville Hospital in West Grove; Phoenixville Hospital in Phoenixville; Pottstown Hospital in Pottstown and St. Christopher's Hospital for Children in Philadelphia. We also operate Reading Hospital Rehabilitation at Wyomissing & Reading Hospital School of Health Sciences, & we have a comprehensive physician network.

Collaboration across Tower Health enables our hospitals, providers, leadership & staff to leverage best practices across the health system. Our hospitals have received national recognition for advanced care in areas such as neurosurgery and stroke, cardiac & vascular surgery, trauma, hematology & oncology. Reading HealthPlex, which opened at Reading Hospital in October 2016, combines state-of-the-art technology and world-class design to make the HealthPlex one of the most sophisticated surgical centers & inpatient facilities in the region.

At Tower Health, we have a rich history of providing high-quality, cost-effective care in the communities we serve. As the healthcare industry continues to change, one thing remains steadfast: Tower Health's commitment to Advancing Health, Transforming Lives.


Under the direction of the Manager, schedules appointments and procedures per practice protocols. Collects accurate and complete patient demographic information including insurance and authorization / referral requirements. Assigns CPT codes for ordered studies. Receives and transmits information as needed. Explains and coordinates exam / prep protocols.


Skills & Abilities:

As a call-center agent for the centralized scheduling department, must consistently deliver the following attributes:* Must be fluent in Spanish.* Excellent telephone etiquette.* Courteous answering of in-coming calls.* Professional identification of self and SCHC / SCPA.* Proper transfer of calls with an appropriate introduction* Willingness to contact referring physicians and other healthcare facilities on behalf of the patient* Positive attitude and self control in dealing with difficult callers and situations* Accuracy in populating demographic information and scheduling comments* Exhibit at remedy approach to cancellations, appointment gaps and rescheduling activities* Obtain and record updated demographic information at time of scheduling* Communicate proper protocols for all modalities* Follow established scheduling procedures

Training & Education:

High School Diploma


Experience in scheduling appointments in a medical office or healthcare organization. Verbal interactions with physicians, patients or parents in a healthcare environment. Utilization of an automated system for scheduling highly desired.