Call Center Representative

Job Description

Job Description

● Participate in Patient Centered Medical Home Care Team collaboration

● Adhere to all policies and procedures

● Answer high volume of inbound calls and directs them to the appropriate party

● Greet patients in a welcoming manner on the phone

● Use a low tone when it’s necessary to discuss a patient to ensure confidentiality and discretion of patient information

● refraining from discussing any personal or sensitive information about patients or employees

● Schedule appointments, confirm scheduled appointments, give directions to the facility, and answer patient questions

● Complete patient rescheduling as assigned

● Thoroughly document patient interaction in the appropriate fields

● Input the required patient data into the electronic health record

● Task refill requests, patient questions, etc. to appropriate person, as needed

● Refer to Patient Services, Patient Accounts, Eligibility Assistance Coordinators, and/or Phone Nurse as needed

● Assist patients with patient portal accounts

● Maintain a neat and orderly reception area that is appropriately stocked with supplies at all times

● Complete the Worker’s Compensation Payer Form, as needed

● Communicate with appropriate staff for emergency cases (i.e. chest pain, laceration, etc.)

● Communicate effectively with the PSS for patient issues, training needs, insurance discrepancies, and scheduling conflicts

● Communicate with the appropriate designated individuals to ensure that patients are helped and daily tasks are accomplished

● Limits personal use of phone and internet access to emergencies

● Regular and predictable attendance

● Ability to cooperate and work well with others

● Sort and distribute mail for all three CCHS locations

● Check E Faxe and distribute to appropriate department

● Conduct daily appointment confirmations

● Performs other duties as assigned or requested