Contact Center Assistant I - Patient Access - Days

About the role

Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.

Responsibilities

• Answer a high volume of incoming calls to a centralized phone queue and make occasional outgoing calls with exceptional customer service skills in a timely manner
• Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
• Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
• Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient’s Electronic Health Record as appropriate)
• Maintain accurate and comprehensible documentation of caller’s needs in the patient’s EHR
• Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
• Build sustainable relationships and engage customers by going the extra mile
• Schedule patient appointments within established parameters
• Collect accurate financial and demographic information for registration when necessary
• Page providers as needed for consults
• Meet department/team qualitative and quantitative targets
• Possess strong computer skills and the ability to maneuver multiple resources
• Utilize communication “scripts” when handling specific topics
• Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction

Qualifications

• Education: High School Diploma or GED required
• Experience: Less than 1 year of relevant experience; customer service, medical office and/or call center support experience preferred
• Training: Medical terminology course within 180 days of hire

Skills

• Strong phone and verbal communication skills
• Active listening and professional speaking
• Customer focus and adaptability to various personality types and call scenarios
• Ability to manage time effectively

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Reaching: Rarely
• Talking: Frequently
• Hearing: Frequently
• Repetitive Motions: Occasionally
• Eye/Hand/Foot Coordination: Occasionally