Outpatient Call Center Assistant

Client Service Duties

• Answers, manages and directs incoming calls in major primary care clinics, and is competent in basic medical terms, terminology and their appropriate use in documentation and scheduling.
• Absolutely proficient in using professional discretion to escalate calls appropriately and follow the established guidelines and protocols while working independently and without direct supervision.
• Demonstrates proficiency with EMR and documentation of calls.
• Demonstrates familiarity with call categories of call center calls as necessary by accurately assessing caller's needs. Recognizes the necessity for emergency intervention (i.e. 911) and immediately takes the appropriate actions.
• Answers and appropriately directs all incoming and office telephone calls managing multiple lines and queues.
• Handles incoming telephone inquiries, provider to provider connections, emergency response contact, patient information, primary contact for security for urgent and non-urgent situations. Documents appropriately in EMR.
• Performs scanning, sorting, and distributing mail according to office protocol and management of fax in box.
• Fulfills scheduling protocols/templates for multiple different providers in one or multiple locations as well as various specialty schedules.
• Maintains absolute proficiency in computer applications required for work function. These include but are not limited to the Microsoft Office Suite, ECW, Soarian, and clinical information systems of the Medical Center and Arnot Medical Services, PC.
• Facilitates positive interactions between callers, Medical Center departments and physicians' offices.
• Schedules follow-up visits, consultations, referrals and forwards any materials needed for appointment upon request of providers or clinical staff.
• Notifies patients by phone or mail with any pertinent information as instructed by clinical staff such as appointment changes, forms, letters etc.
• Obtains & updates all patient demographic information timely and accurately.
• Familiar with patients' rights per AOMC policy and demonstrates awareness of HIPPA and other patient confidentiality issues.
• Interacts effectively with physician's office staff and outside answering services to meet patients' needs.
• Assists with the complaint process, including documentation.
• Maintains databases and records and assists with tracking call center volume.
• Performs clerical support functions as needed during periods of low call activity.
• Assists with the maintenance of a working office environment, to include maintaining office supplies and maintenance of facility and equipment.
• Interacts effectively with other medical center departments and personnel.
• Provides age-appropriate communication support to address the needs of the neonate, infant, children, adolescent, adult, and geriatric patients.
• Familiar with and demonstrates continuous Performance Improvement principles and participates in the process as appropriate.
• Attends all mandatory annual educational programs as required by the position.
• Understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer's needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Medical Center.

Qualifications

High school diploma or equivalent. Previous experience in a healthcare setting preferred. Proficiency with Microsoft Office Suite, ECW, Soarian, and clinical information systems of the Medical Center and Arnot Medical Services, PC. Basic knowledge of medical terminology and ability to document calls. Strong organizational skills and attention to detail. Excellent verbal and written communication skills. Proficient in computer applications required for work function. Familiarity with HIPAA and patient confidentiality issues. Ability to handle multiple tasks simultaneously and prioritize accordingly. Proficient in handling emergencies and making appropriate decisions.