Call Center Specialist Expanded Function

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary: The purpose of this position is to perform cross-functional duties between Medical Records and Patient Access Representative’s. The person holding this position will be considered an “Expanded Function” Call Center employee, performing the duties of both Medical Records Clerk’s and Patient Access Representative’s, and other duties as assigned.

In Medical Records the employee will scan and index all pertinent patient information adhering to accuracy standards; send and receive all patient record requests, sort incoming faxes, sort incoming mail (US and courier), result orders, process outside messages from Epic.

In the Call Center, the Patient Access Representative is responsible for answering incoming patient calls to assess the patient’s condition, make appointments, take messages and/or refer calls to medical personnel. She/he will answer all incoming calls and transfer to the appropriate person or department.

This position is a part of the Call Center team and the person holding this position will be expected to fill the Patient Access Representative and Medical Records duties as needed.

Essential Duties and Responsibilities:
In Medical Records:
• Maintain all charts according to standard format.
• Keep all medical records secure, according to VGMHC’s standards.
• Organize incoming records and scan and index laboratory, EKG, E-ray, and other patient communications and reports in appropriate areas of patient charts.
• Result VG orders.
• Process incoming Epic messages.
• Mail and/or fax patient information according to VGMHC’s protocol on confidentiality

In Call Center:
• Determine whether an appointment is for routine care or for an emergent problem.
• For emergent problems document in chart and transfer directly as appropriate.
• For chronic or non-acute problems or routine care, schedule as available.
• Accurately document all information in the patient’s chart.
• Route all incoming calls to appropriate staff or take messages, as needed.
• Answer CC phone and route calls in a courteous, timely and helpful manner.
• Assist other CC staff as time permits, as needed.
• Attend and participate in staff meetings.
• Perform other duties as assigned.
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

Extra Functions:
• Assist in training new staff.
• Provision of hands-on support of call center staff, coaching and mentoring as needed.
• Assist with developing procedures and workflows that promote efficiency and effectiveness.
• Assisting in planning and coordinating special projects and events related to CC projects.
• Ability to quickly change duties to meet staffing needs including trouble shooting issues.
• Act as liaison between Medical Records Clerks and Patient Access Representatives.
• Perform other duties and projects as assigned from time to time by VGMHC management.

HIPAA Requirements:
The Call Center Specialist – Expanded Functions has access to PHI to create and maintain an accurate and up-to-date health record. Applying the minimum necessary standard of HIPAA, the designated record sets to which this employee will have access include all sections of the dental and medical record, patient demographic information in the practice management system, incoming records, reports, results, consultations, etc.

Knowledge, Skills and Abilities Required:
• Knowledgeable in medical terminology.
• Ability to handle highly confidential, sensitive, and non-routine information.
• Ability to work effectively with staff members and external contacts.
• Ability to work in a fast-paced, wide range environment.
• Excellent communication skills, with proficiency in English & Spanish, both speaking and written language.
• Proven record of sensitive to inter-cultural issues and diversity.

Education and Experience Required:
• High School Diploma or equivalent.
• Previous clinical and medical records experience, preferably in an ambulatory health care setting.
• Basic computer skills using Microsoft Suite.

Desired Attributes:
• Multi-line telephone experience preferred.
• Training or mentoring experience.
• Prior clinical experience.

Behavioral Competencies:
Accountability
• Role model VG’s mission, vision, and shared values
Customer-Focus
• Listen to the voice of the customer and strive to delight them by exceeding their expectations.
Teamwork
• If someone needs help, help them.
Initiative
• Be innovative, apply fresh ideas, and continuously improve how you do your work.
Confidentiality
• Maintain strict confidentiality and respect the privacy of others.
Ethical
• Demonstrate integrity, honesty, and stewardship in all encounters at work.
Respect
• Demonstrate consideration and appreciation for co-workers and patients.
Communication
• Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others.

Physical Requirements:
Percentage of time spent:
• Standing: 10%
• Walking: 15%
• Sitting: 70%
• Reaching/stooping/bending: 5%
• Computer usage: 85%
• Travel: up to 5%

Working Environment/Physical Hazards:
Work in a well-lit, ventilated professional office environment.
Must be able to travel to different sites, as needed.

Equipment Used:
• Computer: Word processing and database programs, internet, e-mail
• Telephone, fax, copier, scanner, printer

Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in the area of placement, promotion, transfer, rate of pay and termination.