Referral Representative Le Bonheur Call Center | Memphis

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid‑South.

The Referral Representative I processes basic but routine teleservice calls that involve physician referrals and appointment requests. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview The Referral Representative I processes basic but routine teleservice calls that involve physician referrals and appointment requests. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

• Processes incoming teleservices calls that may be basic but routine and may involve physician referral, health information requests, physician-to-physician access, and service referral.
• Determines caller’s needs and provides requested information, assistance, or service.
• Uses interviewing skills to appropriately match information to caller’s needs as needed.
• Documents call information using established and somewhat complex guidelines.
• Processes specialized teleservice calls following pre‑established guidelines.
• Processes calls that may include paging, outbound surveys, and appointment scheduling for patients.
• Offers assistance to patients, patient’s families, customers, physicians, and other referral sources.
• Provides assistance by providing information, printed and verbal, related to available services based on identified customer needs.
• Performs other job functions as assigned or requested.

• Required
  - High School Diploma or Equivalent

• Required
  - Customer service, collections or call center 1-3 years

• Ability to communicate verbally with Associates, management and physicians.
• Ability to understand moderately complex written materials, such as technical manuals.
• Ability to work without close supervision and to exercise independent judgment.
• Ability to organize multiple tasks and projects and maintain control of own work flow.
• Ability to type 25-30 wpm on computer.
• Ability to evaluate problematic situations and be able to adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue.
• Demonstrates discretion in dealing with confidential information and sensitive issues.
• Proven record of providing excellent customer service both internally and externally.

There are no supervisory or lead responsibilities assigned to this position.

The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Must have good balance and coordination. The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently. The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures;

transcribing; viewing a computer terminal; or extensive reading. The conditions to which the Associate will be subject in this position:
The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in…