Call Center Representative

Patient Services Representative

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

Refrain 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-faxes and distribute to appropriate department

Conduct daily appointment confirmations

Performs other duties as assigned or requested