Job description
Salary range is $15.65 to 21.00 commensurate with experience
Job Description:
Under the general supervision of the Supervisor-Centralized Services and the Manager-WMG Contact Center, performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.
Duties and Responsibilities
Essential Accountabilities:
- Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
- Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
- Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
- Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient’s Electronic Health Record as appropriate)
- Maintain accurate and comprehensible documentation of caller’s needs in the patient’s EHR
- Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
- Build sustainable relationships and engage customers by going the extra mile
- Schedule patient appointments within established parameters
- Collect accurate financial and demographic information for registration when necessary
- Pages providers as needed for consults
- Meet department/team qualitative and quantitative targets
- Possess strong computer skills and the ability to maneuver multiple resources
- Utilize communication “scripts” when handling specific topics
- Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction
Qualifications
- Notes:
- Other combinations of formal education, training and experience may be considered.
- Minimum Experience:
- 1-2 years
- Minimum Education:
- High School or G.E.D.
- Preferred Experience:
- Customer service, medical office and/or call center support
- Req Course(s)/TrainingMedical terminology within 6 months of hire
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