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Call Center Representative- LPN
1 month ago
Job Summary : Under the direction of the Call Center Manager, the Call Center Representative - LPN performs a variety of tasks related to answering incoming telephone calls for all clinics, schedule appointments, make follow-up calls to patients, create new medical records, enter and verify demographic, account and coverage information and enroll patients in MySeMRHI/Iris. The CCR-LPN ensures that patients efficiently flow through the scheduling and registration processes, while also delivering great experiences through compassionate interaction to ensure patient satisfaction. The CCR-LPN must demonstrate the ability to be a team member and skills to appropriately communicate and interact with the patients of all age groups, while being sensitive to their culture and religious beliefs. Performs nursing responsibilities by answering medical/prescription related questions, scheduling appointments as the patient's condition requires and providing limited health education as per established protocols, policies, and other guidelines as applicable. Job Responsibilities : Answers incoming calls using a multi-line phone system while accessing multiple systems simultaneously Registers patients by entering or updating patient information in the Allscripts/Epic system Completes the scheduling process by booking appointments, reminding patients what to bring to their visit, and providing an arrival time frame that allows the patient to complete all of the necessary paperwork relating to their visit. Accurately enters coverage information into the Allscripts/Epic system in order to ensure that eligibility is verified before the patient arrives at the clinic Prequalifies patients for SeMRHI's sliding scale program and instructs them what documentation the clinic needs to complete the approval process Assists patients with registering for their MySeMRHI/Iris patient portal account Maintain AHT, Quality Assurance, AUX, hold times, and schedule adherence at or above the expected performance level for each metric Evaluates every interaction by using active listening and critical thinking skills to determine the level of urgency for that specific contact. Accurately captures call details using SeMRHI's customer relationship management software Remain calm under pressure and effectively resolve patient complaints Utilizes triaging and a warm transfer process to direct calls to other areas of the organization Resolves every patient compliant by displaying ownership in the resolution of the patient's concern. Respects patient's privacy, dignity, and cultural beliefs in all interactions Ensures confidentiality by abiding by applicable laws, regulations, and SeMRHI policies when working with Protected Health Information Acts in an "Ask a Nurse" capacity, handling routine information requests from patients, e.g. "Do I need a flu shot every year? When are you giving these shots?" Explain instructions on procedures, critical lab results, communication with medical providers, answer medication related questions, and nurse triage for symptom-based patient calls for patients of all ages Process medication refills based on standing orders Determines urgency of seeing the patient based on brief assessment and on familiarity with a patient's condition and history Sends patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches to ER immediately Maintain accurate, clear, and concise progress notes, problem lists, and medication lists Assists with the orientation and training of other employees Cross train to other positions, as directed Performs all other duties, as assigned Knowledge, Skills, and Abilities: Working Knowledge of Microsoft Office General knowledge of medical terminology General knowledge of HIPPA and related patient privacy regulations Skill at deescalating irate patients Ability to work in a high stress environment Ability to adapt to quickly changing priorities Ability to multi-task while maintaining a professionalism and a positive attitude Education / Experience Requirements : Graduate of an accredited school of nursing Current Mississippi Board of Nursing License Current CPR Basic Life Support (BLS) through American Heart Association Basic knowledge of clinical operations Bilingual English/Spanish is preferred Physical and Other Requirements : Ability to continuously listen, visualize, have dexterity and eye-hand coordination, ability for simple grasping and speed work Must be able to remain in a stationary position Must frequently be able to sustain concentration while accessing multiple systems in order to resolve patient issues #J-18808-Ljbffr
