000400 - Call Center - Phone & Schedule Specialist

Responsibilities

• Answers all incoming calls in all assigned phone queues in a courteous, welcoming, professional & timely manner.
• Gathers and documents all information from the caller thoroughly and accurately.
• Answers as many callers’ questions as possible without the need for transferring the call.
• Thoroughly understands the reason for the call.
• Initiates telephone screening by determining call status and handling calls according to established Panoramic Health policy and procedure.
• Cancels or confirms patient visits as requested by callers.
• Accurately updates and inputs all relevant data into computer.
• May rotate in offices for clinical duties as needed.
• Works special communications projects such as Reschedules, Patient No-Shows, Referral Scheduling, etc. as assigned.
• Attends all mandatory staff meetings.
• Complies with all OSHA and HIPAA policies along with all policies and procedures established by Panoramic Health.
• Maintains a professional and courteous environment.
• Maintains strict patient and employee confidentiality.
• Performs other duties and responsibilities as required, assigned, or requested.

Qualifications

• High School diploma or GED.
• Medical assistant degree, diploma, or certificate strongly preferred.
• Front or back-office experience and/or 2 years’ experience as telephone receptionist/customer service representative in a clinical or healthcare organization.
• Broad understanding of clinical operations and front office.
• Advanced computer skills in MS Office Suite, NextGen, Centricity, Medical Management, MS4, Practice Plus, Athenahealth and other applications/systems.
• Detail-oriented with excellent follow-up.
• Excellent planning skills with the ability to define, analyze and resolve issues quickly and accurately.
• Ability to juggle multiple priorities successfully.
• Intelligent, self-confident, practical thinker with sound judgment.
• Extremely strong organizational and communication skills.
• Ability to develop both tactical and strategic solutions to business challenges.