Medical Call Center Representative

Description

Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey.

Duties include, but are not limited to, being one of the first contacts to our Health Center: answer calls from patients and other health care facilities/providers, determine the caller's need, help them with their request directly or transfer/take messages as required, proactively identify issues and work to resolve them in areas involving patient satisfaction, and patient flow.

Using standard work documents and workflows to determine how to best help callers. Some examples include: determine which provider or department to contact, make an appointment, document patient requests within our EMR, update patients on the status of their referrals and medication refill request whenever possible.

Representative Duties:

Provide excellent customer service

• Greet each client in warm, welcoming, and professional manner
• Log information on calls received, where required to maintain detailed and accurate records
• Provide clients with correct and accurate information regarding Fenway Health services and providers
• Refer unusual or difficult situations to Supervisor
• Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
• At all times maintain patient confidentiality
• Establish and maintain effective working relationships with co-workers, supervisors and the general public

Schedule appointments according to established procedures

• Schedule appointments according to patient needs and provider availability
• Follow established scheduling procedures for booking, cancelling, rescheduling appointments

Document caller requests in EMR and route to appropriate team member

• Using standardized workflows, document caller needs within EMR based on reason for call
• Accurately record patient request in EMR document
• Determine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)

Requirements

• Minimum of high school graduate or equivalent
• Minimum of 1 year of experience in a healthcare setting
• Able to communicate in a professional and appropriate manner
• Strong technical proficiency in Microsoft (Outlook, Excel, Word), scheduling software and electronic medical records systems (Epic or equivalent)
• Willingness to work with a diverse patient population
• Previous customer service experience in a healthcare setting
• Demonstrated ability to work respectfully and effectively with individuals from a wide range of backgrounds, perspectives, and life experiences. This includes engaging constructively with colleagues, patients, clients, and vendors in a manner that reflects professionalism, empathy, and cultural awareness, without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, or other protected characteristics as defined by applicable law.

Preferred Qualifications:

• Strong problem solving and complex patient management skills
• Bilingual English/Spanish

LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.