Call Center Specialist

POSITION TITLE: Call Center Specialist

DEPARTMENT: Medicine

REPORTS TO: Department
Administrator

LOCATION: Satellite
Location

RESPONSIBILITIES/REQUIREMENTS:

This position is the primary point contactfor patients phoning into the clinic. This position has multi-functions that include answering phones,triaging calls and speaking with providers, patients and other customers,mostly by phone and/portal (virtual means). This position maintains a strong attention to detail and anunderstanding of how to efficiently use EHR when documenting phoneconversations, follow-ups and virtual communications.

This position is multi-functional in thatthis staff member will oversee many clerical functions in the EHR, includingbut not limited to the following responsibilities. This position will work within acollaborative care model with residents and various specialty clinics. Conveysa positive image of the clinic and organization.

Answers incoming phone calls throughmulti-line system in a professional, courteous and helpful manner, quickly andefficiently

Determines urgency of seeing the patientbased on brief assessment and on familiarity with a patient’s condition andhistory; based on phone protocols

The call center specialist must have theability to elicit information needed to make a brief evaluation of patientneeds over the phone and be able to communicate effectively to the physicianfor assessment based on protocols set forth by the healthcare team

Maintains confidentiality in all matters concerningthe practice, and patients per HIPAA policy

Uses complete demographic information asidentifiers (such as patient date of birth) prior to proceeding furthercommunication to ensure correct documentation and communication are given tothe correct patient

Adheres to confidentiality guidelines,ensuring HIPAA is enforced at all times

Adheres to office protocols set forth byMedical Director in regard to patient safety, care and plan for emergencysituations (such as chest pain, emergent care need situations, severe illness,etc.) and directs patient accordingly

Prepares accurate and timely messages forhealth care team, recording messages and interaction in the EHR

Maintains the voice messaging system,checking messages several times throughout the day to ensure patient needs areattended to in a timely and efficient manner

Schedules patient appointments with accurateand necessary documentation to ensure clear communication for visit.

Assists with monthly tickler (recall) reportsfor scheduling and testing as ordered by physician.

Must be a champion for quality indicatorswith the ACO and other payers to ensure progression for achieving excellentquality initiative standards on a quarterly basis.

Assists with the reschedule of any patients inthe event of an emergency or cancellation as set forth by Medical Director orPractice Administrator

Performs special projects assigned byPractice Administrator to maximize clinic operations

Attends required meetings and participates incommittees as requested.

Adheres to the workflow design establishedfor department and meets all job performance standards.

Maintains a clean and safe work environment.

Performs all other duties as assigned.

QUALIFICATIONS:

• High school Diploma or equivalent required. Undergraduate preferred.’

• Must be a Certified or Registered Medical Assistant with current activecertification and must consistently maintain certification/registration.

• Current, active BLS certification required.

• Must consistently maintain BLS certification.

• Maintains any other certification as required by the medical community.

Posting Dates: From: 11/1/18 To: 11/5/18