Call Center Representative - Remote

POSITION DESCRIPTION:

Performs a variety of services related to call center administration and patient care, including answering phone calls and emails to make appointments, answering patient questions, and offering service referrals as needed. Also responsible for patient data input, providing general health and contraceptive information, and performing other clerical functions. Creates a positive first impression with callers by providing professional, efficient and caring service within the Call Center. Performs duties to ensure productivity expectations and compliance standards are maintained. Member of a team providing confidential, quality patient services, allowing patients to maintain a sense of dignity, trust and safety.

ESSENTION FUNCTIONS:

• Answer a high volume of calls and schedule appointments for clients using EPIC, Ring Central and Unity systems.
• Provide contact to others outside the agency (primarily patients) by phone or via the internet 100% of the time; provide internal contacts (usually face-to-face) as needed that generally involve information exchanges, problem solving, counseling, negotiation, referrals, and providing general clerical or examination assistance; contacts frequently contain confidential and/or sensitive information requiring discretion at all times
• Triage calls to the Center Staff and Clinicians as needed and appropriate.
• Triage calls to appropriate department according to needs of caller, e.g., External Affairs Dept.
• Refer callers to outside providers for services PPSP does not offer.
• Maintain a sensitive and warm demeanor with callers.
• Maintain client confidentiality.
• Screen patients’ financial status and confirm fee information.
• Provide proactive, timely, direct communication in all areas of health center operations to Patient Services Director(s) and/or Center Manager(s).
• Provide information about all services offered by PPSP, including pre-appointment information, as appropriate.
• Understand funding sources and discuss with clients as appropriate.
• Help to maintain patient records, filing systems, data systems, patient logs and records transfers.
• Respond to incoming calls that require following established emergency procedures.
• Participate and contribute in trainings, committees, and meetings as needed.
• Read and sign off on appropriate health center information in a timely manner.
• Stay up to date on scheduling protocols and procedures.
• Supports patients in understanding and choosing from available options.
• Works with team to assure productivity and quality goals are met on a daily basis.
• Solves basic customer complaints.
• Supports call center operations through assuring utilizing indirect service time and assuring own tasks and jointly shared tasks are done in a timely and accurate fashion.
• Supervision responsibilities may include training other staff on Call Center tasks, providing direction and oversight to staff who are working in the absence of the Call Center Manager or Call Center Coordinator, or are acting as charge person in the absence of the Call Center Manager or Call Center Coordinator.
• Exhibits in This Together Workplace Values and Service Standards when interacting with both internal and external clients.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.