• Promptly and professionally answer all incoming calls to the practice and take detailed. patient messages in electronic health record with adherence to confidentiality agreements and policies and procedures.
• Serve as a liaison between patients, pharmacies, community partners and GPH to ensure. timely, appropriate transfer of information and response to inquiries.
• Answer inbound telephone calls and determine the appropriate telephone call disposition. using the call center clinical protocols.
• Provide first call resolution when possible. Respond to questions and inquires, provide. patients with appointment information and/or education appropriate to the nature of their call, provide information to assist patients and clinical personnel.
• Complete full registration of patients including demographic and insurance information.
• Schedule routine, follow up and new patient appointments in electronic health record following scheduling guidelines. Verify and update necessary information at the point of scheduling.
• Reschedule appointments as needed.
• Frequently communicate with providers, nurses and care team via tasks and telephone
• conversations.
• Display cooperative behavior. Interact positively and effectively with others to promote a team environment.
• Resolve patient requests in one call/contact, if possible, or successfully manage prolonged or complex issues with high attention to managing the patient experience.
• Be a knowledgeable resource to patients, striving to build patient loyalty and confidence.
• Process medication refill requests as appropriate.
• Assist with prior authorizations as needed.
• Attend meetings as required.
• Gather information and accurately chart documentation of calls in electronic health record.
• Perform patient confirmation or no-show follow-up calls as needed.
• Document and schedule lab procedures and in-house referrals as needed. Provide patient with proper documentation of date, time and any necessary preparations for scheduled tests and referrals.
• Strive to answer all calls live.
• Perform other duties necessary to maintain the overall efficiency and continuity of the support center.
• Perform all expected job functions at a high level and in a timely manner.
• Perform other work related duties and activities as assigned or requested by supervisor.

STAFF EXPECTATIONS:

• Support and show gratitude to all coworkers.
• Agree to ask for help when needed and ask questions to learn; be willing to grow in your role and position at GPH.
• Be part of the solution.
• Believe and participate in change and be willing to engage in improvement process.
• Model effective teamwork and collaborative communication.
• Provide respectful feedback (in a private setting) when encountering conflicts; ask for help from supervisor as needed.
• Understand and value that everyone’s role is important and contributes to the whole organization.
• Be willing to learn, cross train, and share knowledge.
• Model positivity.
• Understand body language matters.
• Forgive and learn from failure.
• Agree to be flexible and adapt to organizational changes.
• Be mindful of challenges and burdens other colleagues may be facing and be kind.
• Honor and appreciate all forms of diversity.