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Customer Service Specialist

2 months ago

Toledo, Ohio, United States ProMedica Full time

Job Title

ProMedica Call Center Representative - ProMedica Call Center - Part Time - Variable

Category

Administrative and Office

Organizational Unit

ProMedica -> ProMedica Physician Group -> ProMedica Call Center

Location

Toledo, OH US (Primary)

Job Overview

Joining a large network offers numerous benefits. With over 500 ProMedica Physicians and advanced practice providers, our organization stands as the most comprehensive in the region, connected to leading hospitals and a diverse range of health services. ProMedica Physicians operate across northwest Ohio and Southeast Michigan, united by a common goal: the health of our communities.

Position Summary

The Call Center Representative (CCR) is the initial point of contact for ProMedica customers. This role involves creating and facilitating the coordination of services and referrals as requested by healthcare professionals to ensure quality patient care. The CCR also acts as a liaison, managing communication regarding patient status and treatment for referrals received from both local and regional sources.

Scope of Work

This position reports directly to the ProMedica Call Center Team Leader. No direct reports are associated with this role.

Key Responsibilities

  • Manage a multi-line phone system, serving as a customer service representative and community liaison by addressing requests for health information, physician referrals, consultation services, event registrations, insurance inquiries, and other referrals to meet customer needs.
  • Handle calls for the After Hours service for numerous practices, ensuring accurate information is obtained, directing calls to registered nurses as necessary, and paging physicians when required.
  • Address calls from various services offered in the Call Center, including Employee Health Ouch Line, Palliative Medicine, and other services.
  • Identify potential emergency situations and promptly transfer calls to a registered nurse based on customer needs.
  • Assist with high volumes of calls for appointment scheduling and physician referrals.
  • Schedule new patient appointments in the Epic system for selected providers.
  • Provide class registration and information for the ProMedica Cancer Institute.
  • Utilize all software programs proficiently to meet customer needs through effective data collection and referral management.
  • Assist in maintaining and updating the database of physician and service profile information as needed.
  • Verify and maintain the current physician call schedule with all necessary information to facilitate timely consultations for regional referrals and after-hours services.
  • Perform other duties as assigned.
Qualifications
  • Preferred experience of one to two years in a clerical role within a physician's office or related healthcare environment.
  • Experience in telephone sales or customer service preferred.
  • Excellent interpersonal skills are essential for effective communication with callers, physicians, and offices.
  • Proficiency in Microsoft Windows and Microsoft Office programs is required; Epic training is preferred.
  • Ability to multitask and prioritize is essential; must function with minimal guidance and supervision after the training period.
  • Typing competency of at least 40 wpm is required.
  • Knowledge of medical terminology is preferred.
Education
  • High School Diploma or GED is required.
ProMedica is a mission-driven, not-for-profit integrated healthcare organization headquartered in Toledo, Ohio. For more information, please visit our website.

ProMedica is an Equal Opportunity Employer and maintains a drug-free workplace. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact us.