Job description

SUPERVISOR: Broadway Office Manager HOURS: M-F 8-5, Some Sat. 9-12, must be flexible
CLASSIFICATION: Full Time/ Hourly/Non-Exempt PRIMARY LOCATION: multiple locations

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QUALIFICATIONS:*

• High School graduate or GED equivalent
• Electronic medical record knowledge need preferred (Medent EMR)
• Knowledge of computers, some medical terminology, procedures and medications
• Proven ability to work and participate as a team player

JOB SUMMARY: The Call Center Specialist, will be responsible for taking calls from patients and outside parties who will need support and strong communication. This position will provide linkage to services and connection to appropriate teams or individuals in the organization. Call Center Specialists will answer questions or address any concerns they may have or direct them to the appropriate party. Their duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problem and rerouting inquiries as needed.

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Essential Job Duties*

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PATIENT CARE*

• Handle telephone calls regarding scheduling patients for appointments
• Manage large amounts of inbound calls in a timely manner
• Make outbound calls in response to triages or at request of provider or staff
• Schedule and confirm appointments with patients at all clinical locations
• Attend to patients needs with patience and exemplary listening skills
• Must be able to provide detailed documentation in the Medent system and triage/email information to appropriate person
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Well versed in documenting properly and utilizing triage reason codes appropriately
• Follow communication “scripts” when handling different topics
• Transfer calls and reroute incoming inquiries to appropriate staff member or team
• Must have the ability to multitask while dealing with patients in the office and on the phone
• Run Multiple Screens and programs at the same time
• High Level of Customer Service Phone Skills with great attention to detail
• Build sustainable relationships and engage patients by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Support the Front Desk Operations in our all clinical locations with follow up calls to patients that are both active and inactive
• Answer multiple phone line systems to schedule new patients for all clinical locations

ADDITIONAL SERVICES

• Provide information about available services provided by the clinic
• Provide information regarding the community health center
• Actively participates as a team member in resolution of problems as they are identified.
• Analyzes current procedures, bringing suggestions for improvement to the attention of team members and supervisor for consideration.
• Actively participates in maintaining and/or improving quality improvement initiatives
• Communicate with our referring doctors and their practices as needed.
• Attend trainings and educational opportunities to remain current in best practices
• Maintain compliance with HIPAA guidelines
• Attend all team, staff and mandatory organizational training and meetings

Job Type: Full-time

Pay: $15.00 per hour

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