Each Medical Secretary in the Call Center is responsible for efficiently and politely responding to 100-200 incoming telephone inquiries daily from patients and other callers to ensure patient access and patient satisfaction. Responsibilities include listening and assessing patient needs, scheduling and rescheduling appointments, taking clear and accurate messages, and routing patient information to appropriate healthcare personnel by following established procedures and protocols.
Principle Accountabilities
-
Answer phones in a prompt, polite, and professional manner, always identifying St. Luke’s Medical Group and stating your name, per standard protocols of the SLMG Call Center.
-
Listen to the caller, assess their needs, and assist with their needs.
-
Follow communication scripts and established call center procedures.
-
Understand and follow protocols for escalating challenging customer service issues.
-
Reviews physician schedules and protocols daily to assess capacity, maximize patient access, and verify correct scheduling.
-
Schedule/reschedule appointments as requested, per scheduling protocols. Remind patients of arrival time and items to bring to appointment.
-
Solicit registration information for new patients and enter required data accurately.
-
Documents clear and accurate messages in the patient record, and routes it to the appropriate individual or pool.
-
Maintain collaborative communication within call center team members and with individual practices on behalf of the patient.
-
Direct calls to other departments or individuals as necessary.
-
Maintain HIPAA standards of privacy and confidentiality.
-
Perform other duties as assigned.
Knowledge, Skills & Abilities
Excellent verbal and written communication skills are required.
Employee is required to sit continuously and walk occasionally. Employee is occasionally required to bend, squat, crawl, kneel, climb, lift waist to overhead. Employee is occasionally required to reach forward and reach overhead. Employee may be required to do simple grasping and pushing/pulling.
(Occasionally: 1-33%, Frequently: 34-66%, Continuously: 67-100%)
The most significant of duties are included but this does not exclude occasional work assignments not mentioned or developmental duties.
High school diploma or GED required
