Call Center Representative

Description

SUMMARY OF DUTIES: Manage multiple incoming phone lines. Greets callers, answers routine questions, forwards calls and takes messages. May assist with making patient appointments. Work the office's paging system and handle clerical tasks.

ESSENTIAL DUTIES AND RESPONSIBILITES include the following:

1. Answers incoming calls promptly.
2. Answers routine questions and forwards calls to appropriate person.
3. Greets patients at each visit in a prompt, courteous and friendly manner.
4. Schedules initial or follow up appointments according to clinic protocols.
5. Takes messages obtaining patient’s name, DOB, and phone number. Demonstrates the ability to communicate clear and concise messages.
6. Distributes incoming and outgoing faxes.
7. Scans and files information into EMR.
8. Provides backup for front desk, which includes but is not limited to:

• Correctly sets up and/or verifies patient information – which could be received by paperwork or imported via Kiosk that includes name, address, phone number, DOB, social security number, pharmacy, income and employment, emergency contact, up to date photo, responsible party or guarantor and insurance information
• Reads and follows directions of all billing alerts
• Collects insurance information and sets up correctly with carrier.
• Verify coverage through IE.
• Collect co-pay, co-insurance, and/or deductible amount.
• Generates patient receipts.
• Informs patients of sliding scale self declared forms and notifies Outreach worker.
• Knowledge of check scanner.
• Knowledge of credit card machine.
• Correctly post patient payments.
• Tallies copay received for the daily encounter report.
• Checks and balances cash drawer: maintains no overages or shortages.
• Notifies clinic manager of patients needing financial counseling.
• Reports problems or irregularities to clinic manager
• Monitors waiting room for movement of patients
• Keeps waiting room neat and orderly
• Provides coverage in the absence of other employees as needed
• Other duties or assignments as requested by supervisor or management.

Requirements

EDUCATION AND/OR EXPERIENCE: High School graduate or equivalent. CMA preferred. Minimum of 2 years’ related work experience required. Excellent guest service, communication and multitasking skills required.

OTHER SKILLS AND ABILITIES:

1. Ability to assess, organize and plan; demonstrated skills in problem identifications and problem solving.
2. A demonstrated ability to work at a rapid pace, and being involved in several duties at one time
3. A demonstrated ability to set priorities and avoid crises management with the ability to remain calm and poised in urgent situations
4. A demonstrated ability to maintain information confidentiality
5. Demonstrating excellent time management skills and flexibility
6. Possessing a valid driver’s license and proof of automobile insurance
7. Demonstrating the ability to work in the absence of direct supervision
8. Ability to function as a team member.
9. Ability to communicate effectively both orally and in writing with staff, patients, community partners and more.
10. Computer literate and capable of operating an EMR and multi-line phone system.

SOFTWARE SKILLS: Experience with eClinical Works is a plus. Must be proficient with MS office suite.

WORKING CONDITIONS:

1. Normal office environment with occasional evening or weekend work
2. Periodic local, state and national travel; travel between Health Center and Administrative Sites
3. Physical Demands: Lifting, bending, reaching, pushing, carrying, sitting, vision corrected in normal range, hearing corrected in normal range
4. Hazardous Conditions: Exposure to infectious diseases; potential exposure to physical violence
5. Machines, equipment, tools and supplies used: computer, postage machine, fax, copier, calculator, multi-line phone system

ADA REQUIREMENTS: Constant interpersonal skills, teamwork, customer service, reading, speaking, writing and understanding English, and problem analysis. Frequent creativity, mentoring, presentations/teaching. Frequent decision making and independent judgment or action. Frequent keyboarding, sitting, standing, hearing and talking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ORGANIZATIONAL DISCLAIMER: Job descriptions are designed to outline primary duties, responsibilities and qualification requirements, and should not limit additional duties and responsibilities as assigned. It is our expectation that each employee offers their services wherever and whenever deemed necessary to ensure the success of the organization.

As an Equal Opportunity/Affirmative Action Employer, RHCA, does not discriminate on the basis of race, color, sex, national origin or ancestry, religion, marital status, age, disability status, veteran status or any other reason prohibited by law.