Patient Call Center Representative

5 days ago

Maple Grove, Minnesota, United States North Clinic Full time

Voyage Healthcare is a leading healthcare provider with a rich history of delivering high-quality care to our patients.

We are committed to empowering our employees to make a positive impact in the lives of our patients and communities.

As a Patient Call Center Representative, you will play a vital role in our team, answering and appropriately taking messages from patients, pharmacies, home care agencies, and other medical providers on the telephone.

This position is 4 days per week (8:15 AM - 5:00 PM) and has the ability to work remote one day per week after successful completion of the training period.

Responsibilities:

  • Utilize standing orders, protocols/workflows, and Briggs Triage book to provide callers with appropriate health information.
  • Document all patient-related interactions in the medical record as described via telephone.
  • Collect all necessary information from callers, especially regarding acutely ill patients, and utilize Briggs to inform callers of appropriate disposition.
  • Relay information to callers regarding recommendations for next steps as it relates to symptoms, provider response, lab results, medications, etc.
  • Complete accurate, clear, detailed, and thorough documentation on all telephone encounters and send telephone encounters to providers for further action.
  • Relay all information to providers from outside callers, such as pharmacies, hospitals, home care agencies, long-term care facilities, etc.
  • Promote wellness by providing patient education materials, communicating provider's advice from written messages and instructions following clinic-specific protocols and per Briggs recommendations.
  • Maintain confidentiality in all matters regarding the clinic, patients, and employees.
  • Responsible for call-backs to patients pertaining to messages sent to providers and lab results.
  • Provide information regarding diagnostic procedures, medications, nutrition, and maintenance of health and wellness per the Primary Care Provider's recommendation, per Briggs recommendations, or per Voyage Healthcare Provider Approved Standing Orders.

Requirements:

  • Licensed by the Minnesota Board of Nursing and/or Certification from AMT/AAMA.
  • CPR Certification.
  • Minimum 1 year of experience preferred.
  • Excellent communication and interpersonal skills.
  • Strong organization skills and ability to work independently and in a team setting with minimal supervision.
  • Ability to maintain customer service standards.

Voyage Healthcare offers the following benefits:

  • Supportive, collaborative, and welcoming work environment where your contributions are valued.
  • Paid Time Off (PTO).
  • Paid Holidays + birthday floating holiday.
  • Medical, Dental & Vision Insurance.
  • Long Term Disability Insurance (LTD).
  • Short-Term Disability Insurance (STD).
  • Company-paid life insurance.
  • Retirement Benefits with 401(k) match.
  • Education Assistance.
  • Employee Assistance Program (EAP).

Voyage Healthcare is an Equal Employment Opportunity/Affirmative Action Employer. Applicants are considered for employment based on their education, training, experience, and aptitude for the position. EOE/AA

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