Call Center Representative

Job Description

Assists the ACRMC Family Practice outpatient clinics communicating by phone and digital methods while utilizing proper customer service practices.  Utilizing the EMR system, makes, cancels or reschedules appointments.  Distributes correspondence delivered via fax to appropriate entities. Assists in periodic clerical and receptionist duties as may be required.

Responsibilities

• Ability to handle a “call center” environment: work quickly and multi-task.
• Answers incoming telephone calls, schedules patient encounters and manages appointments, informs patients of reports as indicated.
• Maintains strict confidentiality as related to the patient.
• Use sound judgment in handling calls, especially with upset patients.
• Understanding of when to escalate calls to physicians/practice manager/triage nurse.
• Manages patient documents via fax machines or other media systems.
• Manages EMR worklist.
• Maintains patient records and coordinates patient activities with department personnel.
• Maintains vital patient data in the EMR system.
• Reports issues regarding patient activities to the Practice Manager or designated staff.
• Appointment scheduling – ensures correct appointment date, type, time, location and provider with caller.
• Informs caller of necessary items to bring to appointment (ie: insurance card, medications, office visit fee, verification of income – if applicable, etc.)
• Reminds caller to arrive to appointments15-30 min early in order to complete necessary paperwork.
• Informs caller of cancellation / no-show policies.
• Answer questions and offer information, as requested, to provide patient-focused service and a positive impression of the organization.
• Direct calls to other departments as needed.
• Performs other clerical duties as needed, such as filing, photocopying, and collating.
• Creates memos, correspondence, statistical reports, and other documents as requested.
• Sorts and routes mail and faxed documents.
• Responsible for maintaining a clean, organized work area.
• Prepares patients to be activities as directed by the provider.
• Completes all lab tests as requested per policy and procedure.
• Does patient teaching under the direction of the provider, both in the office and by phone.
• Responds to phone inquiries and informs patients of reports as indicated.
• Knowledgeably administers medicine to patients as directed by the provider.
• Prepares, carries out, and/or instructs patient and/or responsible party for examination, tests, and procedures.
• Prepares necessary paperwork involving tests, charges, and documentation of pertinent data in patient charts.
• Calls in prescriptions as directed by the provider.
• Responsible for maintaining a clean, organized work area.
• Maintains adequate supply levels and controls inventory.
• Maintains strict confidentiality as related to the patient.
• Maintains a professional appearance and attitude.
• Supports policies and procedures and administrative decisions within the Clinic.

Requirements

• High School Diploma
• Current BLS Certificate