Call Center Specialist

3 months ago

Denton, United States Choptank Community Health System, Inc.. Full time
Job DescriptionJob Description

Call Center Specialist

*Are you looking for meaningful, rewarding work that provides access to exceptional, comprehensive, and integrated health care for all. Join our growing team here at Choptank Community Health in our new call center.

Job Summary:

The Call Center Specialist (CCS) at Choptank Community Health System (CCHS) is responsible for Call Center operations, customer service, workflow, and electronic health records (EHR) documentation, electronic dental records (EDR) documentation, compliance, and quality improvement for Medical, Dental, and Behavioral Health departments. The CCS shall help ensure high-quality health care is delivered in a timely and patient-centered manner. The CCS must maintain privacy and confidentiality of all protected health information (PHI) in accordance with HIPAA guidelines. This is a full-time, non-exempt position.

Required Skills/Abilities:

  • Exceptional verbal and written communication skills.
  • Strong understanding of health care policies and CCHS services.
  • Excellent problem solving and customer service skills.
  • Analytical, efficient, and thorough.
  • Previous experience in behavioral health, dental or medical setting preferred.
  • Bilingual, a plus

Education and Experience:

  • High school diploma or equivalent, required.
  • Customer service experience required.
  • Call center experience preferred.
  • Proficiency with technology, specifically computers, software applications, and phone systems, required.
  • Experience using Athenahealth, or similar electronic health records system, preferred.

Standards of Behavior:

  • Commitment To Service
  • Respect
  • Quality
  • Teamwork
  • Patient Focus
  • Integrity
  • Accountability
  • Caring & Compassion
  • Professionalism
  • Listening & Responding
  • Safety
  • AIDIT

Job Related Competencies:

  • Empathetic Outlook- The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself “in the shoes” of another and to view a situation from their perspective.
  • Attention to Detail- The ability to process detailed information effectively and consistently.
  • Problem Solving- Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
  • Communicates Effectively- Developing and delivering multi-mode communication that conveys a clear understanding of the unique needs of different audiences.
  • Values And Ethics- Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
  • Time Management- The ability to effectively manage one’s time and resources to ensure that work is completed efficiently.

Duties/Responsibilities:

  • Receives calls from patients and provides customer service.
    • Practices AIDET with all patient interactions.
    • Adheres to and models CCHS Standards of Behavior
    • Attempt first call resolution for every call.
    • Maintain an average of 85% active (on-line) time.
    • Answer at least 100 phone calls per day.
    • Consistently screens calls, documents appropriately, messages are accurate, legible, and complete.
    • Consistently answers calls within 3rd ring.
    • Always follows established procedures for handling patient calls and visits.
  • Works with the medical, dental, and clinical staff to coordinate patient flow.
  • Communicates with patients in a professional manner on the telephone.
  • Notifies Triage Nurse of all emergent patient phone calls as per triage policy.
  • Addresses patient concerns with the call center manager in a timely and responsive manner.
  • Always maintain patient confidentiality.
  • Appointment scheduling
    • Accurately and thoroughly schedule patients according to schedule templates and scheduling guidelines.
    • Actively manages appointment waitlist.
    • Perform confirmation calls as needed.
    • Manages same day requests in coordination with clinical team.
    • Reschedule or cancel patient appointments as needed.
    • Helps monitors schedule requests and tickler buckets for needed appointments.
    • Troubleshoots scheduling problems.
  • Payment Collection

Understanding of CCHS sliding fee policy and guidelines to address patient needs.

  • Assists patients with billing issues, or transfers call to the billing team.
  • Collects payments on current and past balances as needed during phone interactions.
  • Performs Other Duties as Required
    • Takes initiative to solve problems and recommends improvements to the office manager.
    • Monitors texting platform for incoming texts to communicate with patients.
  • Traveling to CCHS sites to cover PSS shortages.
  • Consistently displays professionalism during interaction with CCHS customers, staff, and clinicians.
  • Attends weekly huddles, monthly site meetings, department meetings and full staff meetings as required.
  • Promotes customer service with patients and outside contacts.
  • Maintains inventory of office supplies by communicating low stock to designated person.
  • Responsible for outgoing mail.
  • Takes initiative and prioritizes effectively.
  • Works with other staff to achieve a desirable working environment.
  • Complete other duties as assigned.
  • Regular, reliable attendance is a requirement of this job.

 Benefits:

  • Certification scholarships available
  • Paid holidays
  • 403(b)
  • 403(b) employer match
  • Health insurance
  • Flexible spending account
  • Vision insurance
  • Dental insurance
  • Life insurance
  • Employee assistance program
  • Paid time off
  • Tuition and Education Assistance
  • Employee wellness program

Job Type: Full-time

Pay: Negotiable based on experience

Physical setting:  Office/Call Center

Schedule: 8 hour shift - Monday to Friday

Choptank Community Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital or family status, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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