I. BASIC FUNCTION:
Acts as a member of the Operations Team in the role of Call Center Representative.
II. PRIMARY RESPONSIBILITIES:
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Receive and answer all incoming telephone calls promptly and professionally.
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Schedule patient appointments utilizing electronic health record (EHR) systems and create detailed tasks/messages for appropriate medical staff.
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Reschedule patient appointments and cancel provider schedules as needed.
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Orient new staff to the telephone system.
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Monitor cancellations and reschedule appointments as necessary.
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Manage care gap lists and outbound calls, schedule appointments for specific patient populations at the direction of clinical staff.
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Provide accurate information about medical procedures, clinic hours, and provider availability.
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Handle urgent calls and escalate issues to appropriate medical staff when necessary.
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Maintain patient confidentiality and comply with HIPAA regulations.
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Performs other duties as assigned.
III. QUALIFICATIONS:
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High School Diploma or G.E.D. equivalent required.
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One (1) year medical office work experience or equivalent required.
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Ability to type 40 WPM preferred.
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Knowledge of medical terminology preferred.
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Must possess excellent computer, communication and customer service skills.
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Must possess excellent organizational skills and attention to detail.
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Bi-lingual speaking skills a plus.
