PSR I - Contact Center

Job Title

Provides administrative support to ensure patients are welcomed to the organization, scheduled and registered for services in various departments within the organization. Responsible for supporting Medical, Dental, Eye Care, Contact Center, or Patient Benefit teams in the efficient processing of patients and the successful application of fiscal procedures.

Responsibilities

Responsible for scheduling appointments, welcoming patients, registering and supporting patients until patient is seen for their scheduled services.

Responsible to promote a positive work culture and upholds clinic policies and procedures, including the WE CARE standards of Behavior.

Responsible to uphold confidentiality at all times in regards to CBHA activities, reports, financials, patient health information and other proprietary information specific to CBHA.

Other duties as assigned.

Qualifications

Professional and Technical Knowledge:

Possesses basic level to advanced level experience of written and verbal communication skills, computational and computer skills, and mathematical knowledge typically acquired through completion of a high school program.

Two (2) years of customer service experience.

Technical Skills:

Requires strong verbal communication, customer service, interpersonal skills and telephone etiquette.

Cooperatively interacts with the health care team to support and contribute to the shared group goals.

Ability to work under minimal supervision and with a variety of departments for scheduling purposes

Continuously promote and lead improvement efforts within the department

Requires critical thinking skills, analytical skills, and able to take appropriate action in a stressful environment.

Able to react effectively and calmly in emergencies.

Ability to train staff members using variety of training tools

Ability to prepare basic correspondence and simple reports in Microsoft Word.

Ability to use Microsoft Excel to create tables and simple displays of information.

Possesses working knowledge of standard office equipment.

Communication Skills:

Ability to speak, read, write, and translate both English and Spanish.

Communicates complex concepts in a clear, effective manner for a general audience.

Possesses excellent cross-cultural communication skills/culture competency.

Exercises tact and diplomacy in the resolution of mild conflicts or disagreements.

Effectively communicates information in written (including electronic) correspondence.

Effectively communicates information during informal and formal verbal presentations.