Service Center Rep

Job Title

This is a full-time position. Normal working hours are Monday-Friday 8a-5p.

Classification

Nonexempt

Summary/Objective

Responsible for handling incoming calls, scheduling appointments and prompt patient service.

Supervision

Reports to Office Manager and/or Team leader. None.

Education

High School Diploma or GED

Experience

Minimum of two years of experience in telephonic customer/patient service operations, preferably in health care setting.

Essential Functions

• Answers and screens all calls and emails per clinic guidelines; directs appropriately to Physicians, other medical personnel, administrators and support staff.
• Takes messages following guidelines related to timeliness and accuracy and processes appropriately.
• Places return calls as requested.
• Maintains physician schedules to fill openings.
• Completes clerical work associated with incoming referrals from outside medical sources.
• Processes paperwork for new clients efficiently and in accordance with protocols.
• Obtains pertinent information from new patients by asking them to complete surveys or interviews in a courteous and professional manner.
• Collects data for the admission process.
• Respects client or patient dignity and confidentiality.
• Adheres to the facility dress code and appears professional at all times.
• Respects patient confidentiality.
• Assists other departments, as directed.
• Other duties, as assigned

The jobholder must demonstrate current competencies applicable to job position.

Competencies

• Demonstrates the ability to use standard office equipment such as telephones, computers, copiers, fax machines and others.
• Displays the ability to communicate with others effectively, listen closely and convey points clearly.
• Proficient with computer programs which may include Microsoft Word, Excel, Outlook and others.
• Demonstrates excellent patient service skills and the ability to calm patients quickly who may be distraught.
• Knowledge of clinic policies and procedures.
• Knowledge of patient service principals and techniques.
• Skill in screening and directing calls in a polite and professional manner
• Demonstrated knowledge of telephone equipment and computers
• Ability to work cooperatively as a member of clinics service team

No travel is required.

Work Environment

This job operates in a clinical office setting within a confined cubical area. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Physical Demands

This is role requires one to sit, stand and walk for 8-9 hours per day. This would require the ability to lift objects up to 30 lbs., open filing cabinets and bend or stand on a stool as necessary. This role requires full range of motion, manual dexterity, and hand-eye coordination.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.