Call Center Representative

Determines the caller’s needs and fulfills those needs through program registration and/or physician referral, and through interactions with other departments. Schedules all clinic appointments except HMO and workers comp patients.

Job Description

Education

• Required: High school diploma, GED or higher level degree if hired after March 1, 2025
• Preferred: Medical career courses

Licensure/Certification

N/A

Experience

Preferred: Medical office or surgery scheduling experience

Reports To: Manager, Director or Chief Administrative Officer

Supervises: N/A

Ages of Patients: N/A

Blood Borne Pathogens: Minimal/ No Potential

Skills, Knowledge, Abilities

Ability to communicate with patients, healthcare professionals, and staff to ensure clear and accurate exchange of information, Ability to develop and maintain physician relationships; ability to recognize cross-functional relationships with hospital affiliations, other physicians, Ability to operate general office equipment (i.e., computer, printer, scanner, telephone, etc.), Problem solving skills to identify issues and formulate effective solutions, Written and verbal communication skills

Essential Responsibilities

1. Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and reports suspected violations.
2. Answers incoming calls and establishes a positive first impression with patients and physicians, in accordance with system telephone standards.
3. Determines where call needs to be forwarded and makes disposition of all calls that arrive at the practice.
4. Communicates with clinical staff for direction of calls with concerns or questions.
5. Completes outbound calls to determine actions to be taken; evaluates and recommends additional referrals or actions.
6. Documents call appropriately on Electronic Health Record.
7. Acts as resource for information and guidance regarding services to patients and families as needed.
8. Maintains and updates patient demographic information accurately in computer database; utilizes call center database.
9. Schedules appointments for new and returning patients for all assigned providers; reschedules appointments as needed/requested.
10. Responds to patient requests timely and appropriately.
11. Takes messages from physician line and returns calls or redirects as needed.
12. Performs other duties as assigned.