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Contact Center Assistant I
WellSpan Ephrata Community Hospital
Location : York, PA, 17403
Job Type : Full Time
Date Posted : 1 December 2025
Contact Center Assistant I - York Full Time - Days
General Summary
Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.
Shift
Full Time
Onsite: York, PA
Duties and ResponsibilitiesEssential Functions:
- Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
- Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
- Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
- Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient's Electronic Health Record as appropriate)
- Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR
- Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
- Build sustainable relationships and engage customers by going the extra mile
- Schedule patient appointments within established parameters
- Collect accurate financial and demographic information for registration when necessary
- Pages providers as needed for consults
- Meet department/team qualitative and quantitative targets
- Possess strong computer skills and the ability to maneuver multiple resources
- Utilize communication "scripts" when handling specific topics
- Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction
Common Expectations:
- Maintains established policies and procedures, objectives, quality assessment and safety standards.
- Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation
- Establishes and maintains files and records on an ongoing basis.
QualificationsMinimum Education:
High School Diploma or GED RequiredWork Experience:
- Less than 1 year Relevant experience. Required
- Customer service, medical office and/or call center support experience. Preferred
Courses and Training:
Medical terminology. within 180 days RequiredKnowledge, Skills, and Abilities:
- Strong phone and verbal communication skills.
- Actively listen and speak in a professional manner.
- Customer focus and adaptability to various personality types and call scenarios.
- Ability to manage time effectively.
You’re unique and you belong here.
At WellSpan Health, we are committed to treating all applicants fairly, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email at careers@wellspan.org . We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.
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Team Member Benefits
Did you knowwe’ve already invested to keep medical insurance premiums stable and will continue to invest to ensure they remain unchanged in 2026?
Ready to learn more about our comprehensive benefits? Visit WellSpan Benefits .
- Sign on incentives for new employees
- Medical, dental and vision insurance
- Life and accidental death insurance
- PTO bridging
- Short term disability
- Contact us to learn more
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Freqently Asked Questions
The Contact Center I position in York, PA requires balancing high-volume call handling with accurate medical information relay to clinical teams. This role demands strong verbal skills and the ability to navigate healthcare protocols, ensuring patients receive timely and compassionate support within WellSpan Ephrata Community Hospital's environment.
Unlike general call center jobs, a Contact Center Assistant I in York focuses heavily on urgent symptom identification and medical data entry into EHR systems. This healthcare-centered expertise, combined with customer service, sets it apart from standard call center positions in the region.
Starting as a Contact Center I opens pathways to supervisory roles, such as Contact Center Supervisor or Assistant Center Manager, especially within WellSpan’s healthcare network. Gaining experience in medical terminology and patient interaction can lead to specialized healthcare administrative or patient access positions.
Yes, WellSpan provides comprehensive benefits including stable medical insurance premiums projected through 2026, sign-on incentives, and paid time off bridging. These perks reflect their commitment to employee wellness and financial security in York’s healthcare job market.
York’s healthcare contact center jobs, such as at WellSpan, are growing due to increasing patient access needs. While competition exists, candidates with medical terminology training and strong communication skills tend to stand out, benefiting from local demand for quality patient service representatives.
In York, PA, Contact Center Assistant I positions generally offer salaries between $31,000 and $38,000 annually. This range reflects entry-level healthcare support roles within hospital systems, adjusted for local cost of living and industry standards.
Applicants are expected to complete medical terminology training within 180 days of hire. While not always mandatory before starting, this certification ensures effective communication with clinical staff and supports compliance with healthcare protocols at WellSpan.
Handling urgent symptom routing demands quick assessment skills and adherence to clinical guidelines under pressure. In York, the role requires balancing patient empathy with precision to direct calls properly, ensuring timely clinical intervention while managing high call volumes.
WellSpan maintains a confidential accommodation process, encouraging applicants to request assistance via a dedicated email. This approach ensures fair evaluation and support tailored to individual needs, reflecting their inclusive culture within the York healthcare community.
Unlike generic call center roles, WellSpan’s Contact Center I integrates healthcare-specific responsibilities such as patient scheduling and medical record updating. This unique blend appeals to candidates seeking meaningful work within York’s thriving healthcare sector.
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