Policy Name Call Center Representative Job Description and Responsibilities
Policy Owner Clinic Manager
Policy Description and Purpose:
Managing patient care involves a team of clinical and nonclinical staff interacting with patients and working to achieve patient-centered care. Job descriptions and responsibilities of the care team emphasize a team-based approach to patient care and promote training of team members to meet the highest level of function allowed by state law.
The job description and responsibilities are defined for Call Center Representative in the OB/GYN department at Murfreesboro Medical Clinic below:
Job Title OB/GYN Call Center Representative
To provide patient care support for OB/GYN or clinic-wide, when requested. Call center representatives must adhere to all policies and procedures of MMC and meet the needs of patient in a teamwork approach.
Work is performed in an
office setting and involves frequent telephone contact, as well as
face-to-face communication with patients. Interactions with others in
constant and interruptive. There is possible exposure to communicable
diseases, toxic substances, bodily fluids, and other conditions common to
medical practice. Varied activities including walking, bending,
reaching, lifting (up to 30 pounds), stooping, assisting patients and sitting
for extended periods of time may occur. Also, occasional stress from
Represent MMC in a courteous and professional manner
Greet guests and incoming calls in a polite, prompt, and helpful manner
Take accurate messages which include all required information
Be at your workstation on time and prepared to start the day
Be flexible when asked to stay past your scheduled work time (as needed) to accommodate the needs of patients
Provide prompt, efficient, and accurate patient service
Answer incoming phone calls in a professional and timely manner and maintain a daily call log.
Verify/update patients’ demographic data.
Schedule/re-schedule urgent and routine patient appointments and lab work.
Send and document detailed accounts of patient contacts to appropriate persons.
Retrieve voicemails and telephone messages left after-hours and forward information/requests to appropriate persons
Triage nurse to refill appropriate medications, answer clinical questions and relay diagnostic testing results to patients if able/comfortable/appropriate.
Meet or exceed patient, doctor, and staff expectations through a cooperative, teamwork approach
Keep clinic and work area clean and sanitized
Utilize computer to schedule appointments and procedures
Be knowledgeable and adhere to OSHA guidelines and MMC policies and procedures
With instruction, perform other duties as required or assigned
Excellent customer service skills
Strong skills in communicating effectively with co-workers, providers, and patients
Ability to conduct daily functions in an appropriate, professional, and compassionate manner
Ability to manage/prioritize multiple tasks in an efficient and timely manner
Flexibility to respond to changing demands
Ability to react calmly and competently in stressful situations
Effectively utilize computer systems and programs that are necessary to complete daily tasks
Appropriate assessment and assistance techniques
- High School diploma or successful completion of GED program
- Experience preferred but not required
MMC Vision, Mission, and Values
Our vision is
to be a leading contributor to community health through participation in
programs that promote wellness, facilitate diagnosis, and enhance treatment
Our mission is
to foster continuous improvement in community health through the delivery of
quality, accessible medical and surgical care in a cost-effective manner to
the residents of Middle Tennessee.
Our values guide
our actions as we strive to carry out our mission.
approach to advances in medicine and changes in
the health care delivery system
patient and community needs
other physicians, hospitals, allied health providers and the community in
improving health care
Professional, ethical and
open and responsive work
- This description is intended to provide only
basic guidelines for meeting job requirements.
It is not intended to serve, as an exhaustive list of all duties,
skills, and responsibilities required of personnel so classified. Responsibilities, knowledge, skills,
abilities and working conditions may change as needs evolve