Call Center Representative

SUMMARY: Provides patients with high quality, efficient, and effective service via call center. Actively works to create and maintain a professional, positive patient experience.

PRIMARY RESPONSIBILITIES:

• Knowledge and understanding of Employee Handbook.
• Carry out the meaning of the CSMD Mission and Vision statements.
• Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
• Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
• Be present and ready for work as scheduled.
• Attend in-service trainings, departmental meetings, and community events.
• Work cohesively with team members.
• Greets patients, families, and providers in a courteous, friendly, and professional manner.
• Effectively, comprehensively utilizes the electronic medical record (EMR) entering data, documenting, tracking, and managing patient care.
• Confer with customers by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.
• Promptly and accurately documents in the patient's EMR.
• Prior to transferring a call, explain to the caller that the provider or nurse may not be available and to leave a message to have a returned phone call.
• If a provider's office or hospital calling for a specific provider or nurse and it is urgent, then page the respective person to have him or her answer the call.
• Always project a friendly and upbeat tone at all times while interacting with callers and co-workers.
• Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Recommend improvements in service to reduce or prevent future problems.
• Coordinates requests for medical records with Health and Information Technology Manager.
• Works with the Front Desk to schedule follow-up visits for patients.
• Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.
• Serves as backup for Front Desk staff inclusive of scheduling appointment for all new and established patients, rescheduling, insurance verification and accepting co-payments.
• Performed other duties as assigned.

REQUIREMENTS:

• High School Diploma or equivalent.
• Must have ability to learn using Electronic Health Records; must have strong computer skills.
• Excellent verbal and written communication skills.
• Must have exceptional interpersonal communication skills.
• Must be able to effectively resolve conflicts.
• Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.

SUPERVISES

N/A

PHYSICAL REQUIREMENTS:

• Visual acuity - always
• Hand – eye coordination - always
• Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes
• Stooping, Bending, and Standing - sometimes
• Walking- frequent; short distances

WORK ENVIRONMENT:

• Indoor, environmentally controlled
• Exposure to disease or infections
• No vibrations
• Exposure to artificial and/or natural light
• Exposure to outdoor weather elements