Call Center Operator

Call Center Operator

Administration

Full-Time;40 hours per week

Monday-Friday; 8:00am-5:00pm

-Tuscaloosa, AL -

COMPETENCIES

• Must possess excellent computer skills and a thorough understanding of the use of standard office equipment including computers, multi-line phone systems, photocopiers and facsimile machines.
• Must be able to greet consumers and visitors of the Center in an appropriate manner.
• Must be able to deal with difficult situations appropriately, communicate appropriately, withstand continual deadlines, concentrate and maintain accuracy in spite of frequent interruptions.
• Good organizational skills required.
• Must be able to work effectively and cooperatively to facilitate a team model.
• Must possess the ability to handle large quantities of documentation efficiently.
• Must be able to relate to clients and staff in a professional and effective manner.
• Must be able to understand the confidential nature of consumer information and abide by privacy policies.
• Must be able to handle cash transactions and balance out. Excellent ability to organize documents for medical record filing.
• Must be able to communicate verbally, withstand deadlines, concentrate and maintain accuracy in spite of frequent interruptions.
• Must possess a thorough understanding of the use of electronic health records and Microsoft Office programs.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Cordially greet and route all telephone callers appropriately and expeditiously. Take messages for staff as needed and deliver promptly.
• Cordially greet all visitors to the Administrative offices and direct them to the appropriate staff.
• Maintain knowledge of Indian Rivers' policies and procedures to be able to accurately convey information to callers.
• Make or confirm appointments for outpatient staff and doctors as requested.
• Call clients to remind them of their next day's appointment as requested.
• Cordially greet clients. Check in the client via the computer system: update client demographic information and obtain the client's signature. Inform the appropriate staff member of waiting clients.
• Provide no-showinformation to staff or enter no-show notes as appropriate. Send letters for re-scheduled appointments and client no-shows.
• Perform mail distribution duties as assigned.
• Maintain knowledge of front desk procedures to be able to cover as needed.
• Ensure documents to be scanned into client records are completed accurately and in a timely manner. Scan documentation into client record.
• Assist staff and clients with requests for medical records or documents.
• Assist staff in obtaining files from central location and storage.
• Obtain and enter all intake information for new clients in the computer system.
• Obtain all financial information, including insurance information and proof of income, for new clients and scan documents into the computer system.
• Verify Medicaid for all new clients. Complete the client's financial eligibility set up in the computer system.
• Schedule follow-up appointments with clients.
• Schedule interpreter or translator as needed.
• Ensure all administrative tasks essential to front desk operations are performed in an organized, efficient and timely manner, including answering the telephone, reception of clients and scheduling details.
• Take payments and maintain accurate receipts for cash payments. Deliver money to Accounts Receivable.
• Every month perform administrative reviews on charts opened six months previously and closed case reviews on charts closed the preceding month as assigned.
• Ensure that all safety, fire prevention and other procedures are followed by clients at all times.
• Ensure that all assigned duties are implemented according to Indian Rivers Mental Health Center policies and procedures.
• Ensure that all assigned duties are implemented according to Department of Mental Health policies and standards.
• Support Organizational Code of Conduct, Standards Compliance, HIPAA and Security Programs by ensuring job tasks are performed in a legal and ethical manner, assessing the work area for non-compliance and notifying the supervisor, manager, Executive Director or designee as appropriate, and maintaining training requirements and understanding that training is a required condition of employment.
• Maintain the confidential nature of all client and Organization related activities by not divulging information outside the facility, discussing information within the facility on a need-to-know basis, acknowledging policy annually by signing confidentiality statement, and by referring media and general inquiries to the Executive Director.
• Adhere to attendance and punctuality policy by allowing adequate time to arrive, clock-in and assume responsibilities at designated time, adhering to meal and break times and making timely requests for annual leave and reporting the need for sick leave in accordance with policy.
• Comply with all standards related to safety and health by maintaining current TB Test, CPR/First Aid, CPI, and by reporting infections and on-the-job injuries in accordance with policy.
• Identify opportunities for improving the quality of services provided by the department and the organization.
• Practice efficient time management skills.
• Devote 40 hours per week to the completion of duties as outlined in the job description. More than 40 hours of work per week may be required to meet job responsibilities and deadlines.
• All other duties and responsibilities as assigned by the supervisor or Executive Director.

MINIMUM QUALIFICATIONS, KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED

• High school diploma or equivalent required, Bachelor's degree preferred.
• Three years related experience required.
• Experience working in Mental Health setting preferred.
• Basic clerical skills required, including the principle of alphabetic, numeric and terminal digit filing.
• Thorough understanding of medical records preferred.
• Thorough knowledge of electronic health record and word processing program required.
• Must be able to prioritize and manage a variety of office functions.
• Must be able to stand for long periods of time continuously bend, stoop, kneel, crouch, reach and lift or push at least 10 pounds.
• Current Alabama driver's license and good driving record as defined by Indian Rivers' policy.
• Pleasant people skills required.
• Must be able to read, write legibly, speak, and comprehend English.

WORKING CONDITIONS, HIPAA, OTHER GUIDELINES

Job Specifications: To perform this job successfully, an individual must be able to perform each primary 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, who are otherwise qualified, to perform the essential functions.

HIPAA: Must be knowledgeable of and abide by HIPAA regulations with regard to protected health information as defined by HIPAA and IRBH. Minimally accesses verbal, written, and /or electronic PHI, usually incidentally to an approved use and /or disclosure as pertains to consumer's financial, demographic, and/or clinical data.

Working Conditions: Works in general office environment; may require long hours. Must have the use of sensory skills in order to effectively communicate and interact with other employees, consumers and the public through the use of the telephone and personal contact. Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to, computer, copier, multi-line phone and fax machine. Some risk involved in the event of aggressive/out-of-control consumers. Must possess a valid Alabama driver's license.

Physical Requirements: The Physical Requirements described herein are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with disabilities, who are otherwise qualified, to perform essential functions.

Physical presence onsite is essential. Hearing and vision must be normal or corrected to within normal range. Able to perform the duties with or without reasonable accommodation.

FULL-TIME EMPLOYEE BENEFITS

• Blue Cross Blue Shield Medical Insurance
• Employees Retirement System of Alabama
• Prescription Drug Coverage
• Mileage Reimbursement
• Paid Time Off
• Voluntary Dental, Vision, and Life Insurance

Indian Rivers is an Equal Opportunity Employer
This Employer participates in E-Verify