Call Center Representative

2 weeks ago

Rancho Mirage, United States Eisenhower Health Full time
  • Job Objective: A brief overview of the position.
    • This position is responsible to determine the caller's needs and fulfills those needs through program registration and/or physician referral, and through interactions with other departments. Schedules all clinic appointments except HMO and workers comp patients
  • Reports to
    • Manager - Patient Access/Director
  • Supervises
    • N/A
  • Ages of Patients
    • N/A
  • Blood Borne Pathogens
    • Minimal/ No Potential
  • Qualifications
    • Education
      • Required: High School Diploma or GED Equivalent if hired after July 19, 2021
      • Preferred: Medical Career Courses
    • Licensure/Certification
      • N/A
    • Experience
      • Preferred: Medical Office or Surgery Scheduling Experience, Good EMR experience
  • Essential Responsibilities
    • Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and reports suspected violations.
    • Answers incoming calls and establishes a positive first impression with patients and physicians, in accordance with system telephone standards.
    • Determines where call needs to be forwarded and makes disposition of all calls that arrive at the practice.
    • Communicates with clinical staff for direction of calls with concerns or questions.
    • Completes outbound calls to determine actions to be taken, evaluates and recommends additional referrals or actions.
    • Documents call appropriately on EHR.
    • Acts as resource for information and guidance regarding services to patients and families as needed.
    • Maintains and updates patient demographic information accurately to computer database, utilizing call center database.
    • Schedules appointments for new and return patients for all assigned providers.
    • Reschedules appointments as needed/requested.
    • Takes messages from physician line and returns calls or redirects as needed.
    • Performs other duties as assigned.

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