Call Center Representative

4 weeks ago

Milford, United States La Red Health Center Inc Full time
Job DescriptionJob DescriptionDescription:

Supervisory Report: Call Center Manager

Wage Classification: Non-Exempt

Job Summary:

The Call Center Care Representative acts as a mediator between the patient and staff in managing important and crucial point of care concerns. The Patient Care Representative is the voice of our Health Center and the initial point of contact for the patients with La Red Health Center. They are responsible for handling and managing all phone calls to maintain an efficient and effective operation.

Essential Responsibilities:

The following duties are not intended to serve as a comprehensive list of all duties performed by all associates in this classification. Listed are duties intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

  1. Register new patient information including personal contact information, insurance type, prior medical records and miscellaneous information in the Practice Management system.
  2. Operate general office machines to include computers, copy machines, scanners, phones, calculators and fax equipment.
  3. Answer telephone, screen calls, respond to routine questions and take messages in accordance with LRHC policies; serve as Patient Care Representative for office or clinics as necessary; greet patients, make appointments or proper referrals according to instructions and procedures; prepare documents and materials for clinics, labs, or x-ray facilities as requested.
  4. Participate as integral member of patient centered team with a nurse and physician, communicating with patients to schedule appointments, as a conduit for physicians and nurses.
  5. Make appropriate entries into the patients’ electronic medical records. Complete updates in a timely manner.
  6. Review and update emergency contact, demographic, and insurance information as appropriate during phone interaction.
  7. Maintain voice level appropriate to allow other conversations by other staff to be sustained.
  8. Review and monitor iRemind reports and adjust schedules as needed.
  9. Review no-show reports and reschedules patients as needed.
  10. Daily monitor and alert supervisors of need to retrieve voice messages from appropriate voicemail boxes.
  11. Daily monitor Cisco Finesse phone contact service queues (CSQ) and alert supervisors when flow of calls to their departments is interrupted. Retrieve calls that have been stalling on the CSQ for 5 minutes or longer.
  12. As directed by the Supervisor, provide follow up to calls not handled by the CSQ (abandoned status).
  13. Conduct monthly surveys, as directed by the Supervisor, to evaluate patients’ satisfaction with their phone experience.
  14. Attend appropriate meetings/trainings as required by LRHC.
Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience:

  1. High school diploma or GED required.
  2. Two years of related medical clerical experience preferred. A completed medical secretarial program (nine months up to two years accredited program) may be substituted for equivalent experience.
  3. Computer proficiency with Microsoft Outlook, Word, Excel required. Prior experience with electronic medical record preferred.
  4. Experience with call center settings and or call center systems preferred
  5. Bilingual skills highly preferred.

Language Skills:

Bilingual (English/Spanish) preferred)

Performance Requirements:

Knowledge:

  1. Knowledge of medical center practices.
  2. Understanding of standard use and care of office equipment and supplies.
  3. Knowledge of EMR system, medical record documentation requirements and state/federal laws related to the release of health care information.
  4. Knowledge of telephone patient triage
  5. Knowledge of HIPAA regulations

Skills:

  1. Skill in solving practical problems.
  2. Excellent phone etiquette
  3. Excellent customer service

Abilities:

  1. Ability to accept, interpret and implement orders from the qualified professionals on his/her team.
  2. Ability to communicate effectively and develop rapport with patients and families to facilitate implementation of a care plan.
  3. Ability to remain calm when emergencies occur.
  4. Ability to manage time
  5. Ability to operate multiple computer systems simultaneously

Equipment Operated:

Wide range of standard office equipment. Computer use, and proficiency required.

Work Environment:

Cubicle area in small call center office, medical exam/treatment rooms and medical offices in Health Center. Controlled lighting, air quality, and temperature settings. Environmental hazards may be unpredictable including exposure to communicable diseases and biohazards.

Mental/Physical Requirements:

Involves standing, walking, kneeling, bending, grasping, manipulating and squatting and lifting (up to 50 pounds). Walking or standing may be more than two (2) hours per day. Must be able to work in a standard medical office setting including use of a computer, and standard office equipment. Must have ability to read computer screens, printed materials and hearing and speech to communicate in person as well as over the phone. Must be able to attend meetings at various sites when required. Stress can be triggered by workload.

GENERAL INFORMATION:

  • La Red Health Center, Inc. is a private not for profit corporation serving Sussex County, Delaware.
  • The administrative office is located at 21444 Carmean Way in Georgetown, Delaware.
  • The associate should recognize that La Red Health Center is committed to ensuring that we follow basic fundamental principles of ethical business conduct and adhere to all applicable laws and regulations to protect La Red Health Center’s good name and reputation.
  • In that all associates contribute to the overall growth and development of La Red Health Center, Inc., it is occasionally necessary for associates to perform tasks that are not specifically indicated in their position descriptions.

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