Call Center Representative

SUMMARY/OBJECTIVE

• The Call Center Representative (CCR) is responsible for delivering optimal customer service while responding to calls and interacting with internal and external clients. The CCR uses active listening skills and provides accurate information when speaking with patients. Uses advanced analytical skills to identify and problem-solve callers’ needs to accommodate patient-centered service/appointments. The CCR also analyzes clinic appointment schedules to meet productivity targets and advance the clinic scorecard.
• Under the general supervision of the Call Center Manager, maintains patient paper and electronic files and statistics, responds promptly to all internal/external requests for medical records (including those related to the provisions of abortion care inclusive of gestational ultrasounds), scans/uploads medical records and clinical documents into client data-base, maintains active-inactive status in the client data base, maintains paper medical record retention and purging system for the affiliate, and performs clerical duties as needed. The CCR must have a solid understanding of the affiliate’s medico-legal policy as related to medical records and be fully conversant with and adhere to HIPAA. Incumbent must be committed to the provision of quality healthcare and excellent customer service as related to all programs and services including abortion (AB) services.
• The CCR is responsible for expediting and enhancing the patient experience and must be skilled at taking direction and able to complete tasks independently.

ESSENTIAL FUNCTIONS

• Provide excellent and consistent customer service to patients which will reflect on the audit score maintaining 95 percent or higher. Proactively work to increase the satisfaction of the patient experience which includes first contact through professional and compassionate telephone and in person demeanor interactions.
• Possess a strong customer-centered philosophy and an understanding of Planned Parenthood’s vision, mission and core values. Has a complete understanding of Planned Parenthood of Greater Washington and North Idaho (PPGWNI) medical protocols and how these procedures govern optimum patient care, ensuring that information related to protocols, procedures, and affiliate policy is up-to-date.
• Understand the financial resources available to patients (i.e. insurance, 19c, Take Charge) and how to utilize these programs effectively. Have a working knowledge of site or county specific grants and funding for identified services and understand project and non-project labs and be capable of communicating this information clearly and thoroughly to patients.
• Demonstrate exemplary verbal communications skills, be computer literate, and handle multiple tasks simultaneously in a fast-paced environment. Proficient with computer scheduling software in a Windows environment and demonstrate excellent keyboarding skills with a minimum of 35 words per minute (wpm) in order to search information and schedule appointments efficiently. Solid understanding of Microsoft Office and Excel needed.
• A high level of attention to detail is required.
• Maintain and retrieve patient files; creation of new patient files, ensure information is filed properly and timely, create labels, source statistics, retrieve schedules, make sure that lab reports and other diagnostic testing information are handled in accordance with policy and procedures and perform file audits as requested to ensure quality.
• Respond to requests for medical records per affiliate policy, process letters and reports as required and may provide for telephone coverage.
• Photocopy, scan patient information and send and receive information via mail, scan, fax, and through digital methods.
• Work cooperatively with coworkers, maintain harmony, and display strong interpersonal and conflict resolution skills.
• Partner with clinic management to successfully achieve established goals through efficient appointment scheduling, adjusting appointments as needed to accommodate workflow.
• Demonstrate maturity and professionalism when diffusing and resolving complaints and issues. Must excel in a fast-paced environment, be task oriented, and able to proactively problem-solve.
• Perform clinical research and peer clinical education and training duties as assigned.
• Facilitate customer communication and order fulfillment for birth control by mail request.
• Serve as a role model for our In This Together (ITT) workplace values and service standards.
• Perform other duties in support of PPGWNI’s mission and as required to ensure delivery of consistent high quality services.

ORGANIZATION STRUCTURE AND INTERFACES

The CCR interfaces with clients and co-workers on a daily basis. The CCR also works with other PPGWNI departments and interacts with the general public, volunteers, vendors and other medical offices.