JOB SUMMARY

The primary function of the Call Center Representative (CCR) is to answer incoming calls from patients, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. This could include scheduling appointments, routing for Rx refills, redirecting patients to ED, checking eligibility, sending messages to clinical teams, and forwarding calls for further triage. The CCR is expected to consult frequently with the Team Leader and/or the Front Office supervisor and clinical teams. The CCR serves as liaison between the patient and clinical teams and other staff, other agencies, and patients.

JOB DUTIES AND RESPONSIBILITIES

Patient Scheduling

• Accurately schedules patients ensuring that schedule reflects appropriate clinician and effective use of clinical hours.
• Monitors no-shows/cancellations for available slots where same day appointments can be scheduled.
• Removes the day’s cancellations from the EHR system when a patient calls to cancel.
• Tasks individuals with appropriate duties (i.e., Rx refills, lab results, etc.)
• Check eligibility when scheduling appointments.

Phones

• Answers telephones, handling calls as needed and taking messages when appropriate.
• Greets patients and visitors in a prompt, courteous, and helpful manner.
• Maintains appropriate boundaries concerning medical advice, patient triage and priority of communication to clinicians; refers calls to the triage nurse for all issues outside of routine appointments, refill requests or test result messages.
• Enters all demographic and financial information into the system accurately.

Other Duties

• Communicates frequently with the clinical team regarding patient requests, scheduling issues or other aspects of duties.
• Effectively maintains and protects the confidentiality of all medical records and patient information.
• Attend seminars and trainings to maintain current knowledge of processes and systems.
• Maintain accuracy of patient demographics and financial information in current system.
• Reports any safety hazards.
• Keep work areas tidy.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency using a computer to accomplish work.
• High level of skill in maintaining calm, professional, courteous and helpful demeanor in times of stress.
• Skill in making appropriate decisions to benefit patients and meet SCHC objectives.
• Ability to prioritize work and complete it on a timely basis with minimal supervision.
• Ability to deal with change and seek out opportunities to effect change to promote patient care.
• Strong customer service approach to problem solving situations.
• Strong math skills.

EDUCATION & EXPERIENCE

• High school diploma or equivalent.
• Typing 45 WPM
• Excellent people skills and customer service orientation.
• Ability to read, write, understand and spell English and medical terminology correctly.

PREFERRED

• Experience working with common health care programs.
• Experience working with patient registration procedures.
• Basic knowledge dental terminology.

COVID-19 VACCINATION REQUIREMENT