Call Center Associate

Position Title:

Call Center Associate Department:
Call Center Exempt/Non-Exempt:
Non-Exempt Reports to (title):
Call Center Manager Supervises (titles):
None Positions

Summary:

(a brief statement that describes the scope and purpose of the position)

Call Center Associate are responsible for scheduling patient appointments and rescheduling patient appointments. Responsible for answering incoming calls, taking messages, and forwarding messages to the appropriate clinical staff or provider. Responsible and accountable for compliance with regulations mandated by governmental agencies as well as Policies and Procedures established by the Board of Directors of SMSC.

• High School diploma or equivalent with ability to read, comprehend and carry out written instruction, policies and procedures.
• Computer proficient
• Working knowledge of insurance
• Good communication skills with ability to interact in a positive, professional manner with a diverse patient base, bilingual in Spanish a plus.
• Perform job duties in a fast-paced environment and maintain professional demeanor and exercise sound judgment in emergency situations.
• Think rationally and reason logically
• Maintain regular attendance and meet attendance requirements of the job which often will include working after 5:00 p.m. and Saturday mornings
• Must understand concept of good customer service and possess skills to provide it
• Maintain absolute confidentiality
• Ability to sit for extended periods of time using telephone and computer

Fast paced clinic with diverse patient base.

80%

Schedule patient appointments in EPM according to individual physician guidelines, entering valid patient phone numbers and address, and entering a reason for visit in the ‘Detail’ section 100% of the time. Verify and update patient demographics and meaningful use measures in EPM 100% of the time. Verify patient insurance according to procedure. Reschedule appointments as necessary due to physician schedule changes.

Call or use the Patient Portal to reschedule. Mail an EHR generated letter if unable to reach by phone. All patients are notified of rescheduling 100% of the time. Document appointment no shows in EPM and EHR and contact patient to reschedule via phone, patient portal, or mail if unable to reach. Complete and document all other patient communications including out-going and incoming calls etc.

in the patient’s chart. Responsible for documenting any other patient contact including patient “no shows,” cancellations, etc. according to procedure Answer telephone quickly and courteously. Standard is to answer by third ring 95% of the time. Take messages for physicians and/or clinical staff according to procedure and document in patient’s chart 100% of the time. Messages must include: caller’s name, relationship to patient, best number to reach caller, problem, and if related to medications, pharmacy used and allergies.

Take and task messages through EHR immediately. Emergency messages are to be tasked and also verbally relayed to provider/clinical staff immediately. Any order for treatment, including shots or issuing medication samples to patients must be referred to the nurse to handle 100% of the time. Assist other department receptionists in answering phones.

10%

Responsible for treating others politely and with respect. Must always remain…