Client Services Representative -Primary Care

Responsibilities

• Manages incoming telephone calls for Primary Care
• Answers calls promptly, transfers callers, creates and sends actions or encounters to the appropriate staff, and routes messages accurately
• Provides routine administrative support to leadership and other departments
• Places outgoing appointment-reminder calls to patients
• Maintains expert working knowledge of applicable database systems and protects patient privacy
• Uses active listening and critical-thinking skills to identify caller needs and processes each call according to applicable service-line guidelines
• Receives, reviews, and accurately routes incoming faxes to the appropriate provider, clinical team, or administrative department in accordance with established office protocols
• Follows up with specialists to confirm receipt of outgoing referrals and, when necessary, obtains the correct fax number and resends the referral
• Performs related duties as required or assigned
• Maintains and promotes the professional reputation of VIA Health Partners
• Maintains professional development and incorporates new information and methods into practice

Qualifications

• High School diploma or GED
• Minimum of two years of related experience in an office environment, preferably in a healthcare setting
• Working knowledge of primary and/or palliative care is preferred
• Typing proficiency is required
• Proficiency in Microsoft Office is preferred

Skills

• Excellent written and verbal communication and interpersonal skills
• Strong problem-solving and critical-thinking abilities; organized, self-directed, and able to manage time effectively
• High degree of sensitivity and ability to coordinate and support interdisciplinary care
• Committed to providing excellent service to internal and external customers and able to adapt positively to change
• Reasoning Ability: Ability to address a variety of variables in situations with limited standardization and interpret various forms of instruction
• Mathematical Ability: Ability to perform basic mathematical calculations, use decimals to compute ratios and percentages, and read and interpret graphs
• Language Ability: Ability to read and understand a variety of written materials, including instructions and manuals; prepare memos and reports using correct grammar, spelling, and punctuation; and communicate clearly and professionally with appropriate pronunciation, pacing, and emphasis