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Call Center Specialist

4 months ago

Richmond, United States Pulmonary Associates of Richmond, Inc. Full time

**The Company**:Pulmonary Associates of Richmond (PAR) has been around since 1974. That's 50 years of serving the greater Richmond community. We specialize in pulmonary medicine, sleep disorders and research. Our staff cares about our patients and delivers the utmost excellence in quality care and customer service.

**The Position**: The Call Center Specialist works in the call center answering all** **incoming phone calls for the practice. This position is the first point of contact for patients, family members, referring physicians and their staff, hospital staff, and other members of the community. Employees will work a set shift as determined by the supervisor or if the employee is a floater, hours and work location may vary. Enjoy **weekly** pay with the opportunity to grow in a team-oriented work environment. **This is a remote position.**

**This position Reports to: Patient Services Manager**

**FLSA **:Non Exempt**

**Job responsibilities**:

- Answer incoming calls promptly and while demonstrating excellent customer service skills.
- Listen and ask probing questions to determine the reason for the call and then handle the call accordingly.
- Schedule patient appointments for pulmonary and sleep
- Obtain and enter accurate demographic information into Allscripts.
- Schedule appointment according to current policies
- Inform caller of arrival time, items to bring to appointment, cancellation policy, etc.
- Disseminate patient questions and refills requests via EMR to the MA/provider.
- Provide basic information, guidance, and instructions to callers.
- Distribute consultations and enter MD Coder.
- Complete appointment requests are made online.
- Gather patient records for local hospital systems (Bon Secours and HCA)
- Assist with patient rescheduling as needed.
- Assist with EMR indexing of incoming documents when/if needed.
- Assist with EMR output queue when/if needed.
- Assist with scheduling faxed and electronic new patient referrals.
- Adhere to Pulmonary Associates’ standards of excellent customer service to patients, caregivers, providers, coworkers, and those outside of Pulmonary Associates always.
- Adhere to HIPAA policies and procedures to protect patient privacy and security.
- Perform other duties as assigned by provider, supervisor, or member of Administration.

**Education**:High School Diploma or equivalent

**Experience**:One year experience in a call center environment and / or in a medical practice is preferred.

**Certifications**:None required

**Knowledge**
- Knowledge of pulmonary and sleep terminology and medications
- Knowledge of medical office protocols and procedures
- Knowledge of medical insurances

**Skills**
- Excellent Customer Service skills, including building rapport, showing empathy, active listening, probing, problem solving and de-escalating upset callers.
- Skill in using Allscripts PM and EMR, Connect Care, H Care access and MD Coder

**Abilities**
- Ability to work under pressure and stress in a high-volume call center environment.
- Ability to recognize and respond appropriately to urgent situations.
- Ability to adapt to changes in policies, processes, and systems.
- Ability to work quickly and multitask while paying close attention to detail.
- Ability to use good judgment.

**Benefits**
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Employer Paid Life insurance and LTD.
- Paid time off
- Vision insurance
- ** WEEKLY PAY**

**Physical / Mental Demands**:

- Sitting for long periods of time as well as occasional standing and walking.
- Manual dexterity for using a computer keyboard and office machines.
- Ability to view computer screens for long periods.
- Occasional stress related to workload and physician / patient demands.

Pulmonary Associates of Richmond is an equal opportunity employer.