Clinical Account Rep I
3 weeks ago
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission. BASIC FUNCTION:The Clinical Account Rep I position provides first point of contact to customers. providers, staff, Howard University Faculty Practice Plan, Howard University Hospital and Other affiliates.This position supports Howard University Faculty Practice appointment lines for each medical practice and provider.Answer inbound calls through an automatic call distribution system in a pleasant and professional manner.SUPERVISORY ACCOUNTABILITY:None NATURE AND SCOPE: The Clinical Account Rep I Manages calls in a professional, systematic and organized manner; Deliver prepared call handling scripts during the call handling process.Identifies the needs of the caller and directs or task call requests timely and efficiently.Promotes an emphasis on customer service and focuses on 100% customer satisfaction at all times.Projects a positive helpful attitude while being an active listener; complies with standards regarding training and professional development.Must be comfortable being monitored for their level of efficiency, accuracy and customer satisfaction.Displays a strong commitment to delivering excellence customer service when handling calls.PRINCIPAL ACCOUNTABITIES:Schedule appointments for patients and manage large amounts of inbound calls in a timely mannerAnswer telephone promptly and in a polite and professional manner and follow communication script when handling different call typesObtain and enter accurate demographic information into Allscripts (address, telephone number, name of insurance or self-pay status)Schedule appointment correctly - review appointment date, time, location, and provider name with caller.Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and copay - if applicable)Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperworkAnswer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organizationIdentify callers' needs, clarify information, research every issue and provide solutions and/or alternatives Meet Quality Assurance Requirements and other key performance metricsExcellent organizational skills, ability to multi task, set priorities and manage time effectivelyPerforms other duties as assignedCORE COMPETENCIES:Have strong interpersonal skills; verbal and written communication skills, be organized, able to problem solve, and have a strong sense of the importance of their functionExcellent Communication skills, strong phone skills and verbal communication skills along with active listening skillsKnowledge of Call Routing and familiar with the call monitoring process and practicesDemonstrate successful performance in a high volume Call Center environmentMeet Quality Assurance requirements and other key performance metricsExcellent organizational skills, ability to multi task, set priorities and manage time effectivelyCustomer focus and adaptability to different personality typesExcellent organizational skills, ability to multi task, set priorities and manage time effectivelyPays attention to detail and uses good judgmentDemonstrate resilience, self-motivation and a strong drive for success, both personally and professionallyDemonstrate team work in a high volume Call Center environmentDemonstrate stress tolerance and adaptability to different personality typesMINIMUM REQUIREMENTS:High School Diploma or equivalentOne (1) year working experience in a high volume call center environment and good typing skillsMinimum of one years' experience and knowledge of Scheduling, Registration, and Call Handling ProcessExperience utilizing Allscripts or other web-based computerized appointment scheduling system for medical professional serviceKnowledge of medical terminologyAbility to apply common sense understanding in order to carry out instructions furnished in written, oral or diagram formAbility to operate a computer, photocopier, and other standard office equipment.Ability to establish and maintain effective working relationships with, patients, management, staff, providers, and the publicAbility to communicate orally and in writing as well as ability to speak clearly and conciselyAbility to plan, organize, coordinate and prioritize work dailyCOVID - 19 Vaccination Information:All newly hired faculty, staff and student employees are required to vaccinate and to have proof of vaccination(s) upon their first day of employment. Please familiarize yourself with the University's COVID-19 vaccination requirements and verification policy. Exemption and Waiver Information:Medical and religious exemptions from vaccinations will be granted in accordance with federal and local law. Employees must request an exemption by completing the COVID-19 vaccination exemption request form. More information on Howard University's COVID-19 response and protocol can be found here.
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