Call Center Associate

About the Role

Call Center Associate are responsible for scheduling patient appointments and rescheduling patient appointments. Responsible for answering incoming calls, taking messages, and forwarding messages to the appropriate clinical staff or provider. Responsible and accountable for compliance with regulations mandated by governmental agencies as well as Policies and Procedures established by the Board of Directors of SMSC.

Qualifications

• High School diploma or equivalent with ability to read, comprehend and carry out written instruction, policies and procedures.
• Computer proficient.
• Working knowledge of insurance.
• Good communication skills with ability to interact in a positive, professional manner with a diverse patient base; bilingual in Spanish a plus.
• Ability to perform job duties in a fast‑paced environment, maintain professional demeanor and exercise sound judgment in emergency situations.
• Think rationally and reason logically.
• Maintain regular attendance and meet attendance requirements, often including work after 5:00 p.m. and Saturday mornings.
• Understand concept of good customer service and possess skills to provide it.
• Maintain absolute confidentiality.
• Ability to sit for extended periods of time using telephone and computer.

Working Conditions

Fast paced clinic with diverse patient base.

Responsibilities

Weight Responsibility Standards of Performance (percentage of time spent on specific duty and standard employee is held to in performance of duties):

• General Call Center Duties (80%)
  • Schedule patient appointments in EPM according to individual physician guidelines, entering valid patient phone numbers and address, and entering a reason for visit in the ‘Detail’ section – 100% of the time.
  • Verify and update patient demographics and meaningful use measures in EPM – 100% of the time.
  • Verify patient insurance according to procedure.
  • Reschedule appointments as necessary due to physician schedule changes. Call or use the Patient Portal to reschedule. Mail an EHR‑generated letter if unable to reach by phone. All patients are notified of rescheduling – 100% of the time.
  • Document appointment no‑shows in EPM and EHR and contact patient to reschedule via phone, patient portal, or mail if unable to reach.
  • Complete and document all other patient communications including outgoing and incoming calls etc. in the patient’s chart.
  • Answer telephone quickly and courteously – answer by third ring 95% of the time.
  • Take messages for physicians and/or clinical staff according to procedure and document in patient’s chart – 100% of the time. Messages must include: caller’s name, relationship to patient, best number to reach caller, problem, and if related to medications, pharmacy used and allergies.
  • Take and task messages through EHR immediately. Emergency messages are to be tasked and also verbally relayed to provider/clinical staff immediately.
  • Any order for treatment, including shots or issuing medication samples to patients must be referred to the nurse to handle – 100% of the time.
  • Assist other department receptionists in answering phones.
• Customer Service (10%)
  • Treat others politely and with respect; remain professional, polite and considerate of patient needs.
  • Listen and respond concisely yet accurately to questions.
  • Problem solve and ensure patient expectations are met.
  • Demonstrate responsiveness, make others feel welcome, and show eagerness to help.
  • Get along well with patients, providers and co‑workers.
• Operations (5%)
  • Support overall smooth operation of department with emphasis on good customer relations.
  • Inform supervisor of problems, building or equipment repairs, training or supply needs.
• Other Duties Assigned (5%)
  • Attend monthly staff meeting – 100% of the time unless absence approved by supervisor.
  • Wear ID badge – 100% of the time.
  • Follow all clinic policies and procedures – 100% of the time.

System Access

• Access to email, web surfing, time card, work order tracking system and interoffice instant messaging.
• Limited access to patient insurance and financial data; ability to modify insurance data.
• Access to medical data limited to templates, documents, modules and scanned information pertinent to job duties.
• Limited ability to add information to the patient chart; no ability to modify or delete data entered by another user.
• May view and print patient data in Orchard Harvest and PACS as provided by Lab/Xray department managers, as needed for job function.