Call Center Specialist

POSITION SUMMARYResponsible for full range of administrative support in an ambulatory health clinic setting. Duties include triaging phone calls, scheduling appointments, and maintaining patient and business confidentiality to ensure the needs of the internal and external customers are met while providing excellent customer service.Essential Position DutiesUnderstand and use all functions of the telephone system.Answers incoming calls in professional manner following department guidelines.Make outgoing calls in professional manner following department guidelines.Manages calls in a personal, systematic, and organized manner.Route calls internally using appropriate call center guidelines.Perform all registration for new patients and updates registration information for established patients.Schedule patient appointments, tests, and procedures using eClinical Works scheduling system.Schedules, reschedules, cancels, and verifies appointments.Receives, relays, and processes information regarding appointment cancellations for appropriate departments.Responds to customer inquiries.Identify and escalate priority issues.Work with other internal departments to efficiently and effectively resolve customer needs.Displays excellent phone etiquetteFocus on and provide exemplary customer service.Display excellent verbal and written communication.Ability to employ good listening skills and solves problems correctly and efficiently.Demonstrates an awareness and sensitivity towards patient/family rights.Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergencysituations.Performs miscellaneous duties as required by management.Maintain appropriate attendance and timeliness.Compliance ResponsibilitiesComplies with applicable legal requirements, standards, policies, and procedures including but not limited those within the Compliance Process, Code of Conduct and HIPAA.Participates in required orientation and training programs, as required.Reports concerns and suspected incidences of non-compliance in accordance with COHC Compliance Re porting Process.Cooperates with monitoring and audit functions and investigations.Participates, as requested, in process improvement responsibilities.POSITION QUALIFICATIONSCore Competencies/Skill SetsBilingual (English and Spanish) skill requiredMust possess effective communication skills.Demonstrated effective verbal and written communication skills along with proper telephone etiquette.Working knowledge of Microsoft Office Software and basic computer skills.Must be able to follow and understand instructions, and react favorably in all work situationsKnowledge of telephone systemsExperience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Word and Excel.Able to efficiently function in fast-paced work environment.Professional Experience/Educational RequirementsHigh School graduate or equivalent.Must have 1-2 years’ work experience in a medical/healthcare environment, physician office, ambulatory clinic, or healthcare call center #J-18808-Ljbffr Charter Oak Health Center Inc