Call Center Operator

Call Center Operator

Administration

Full-Time; 40 hours per week

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

* Tuscaloosa, AL -
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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.
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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-show information 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.
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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.
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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.

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