• Superior communication skills, human relations and leadership skills with the ability to build and maintain positive and productive relationships with clinical and administrative staff, patients, external partners and stakeholders.

• Professionally handle high volume of incoming calls for the Adult Medicine department to provide patient-focused service to continuously improve patient and staff satisfaction

• Work is performed following departmental procedures to deliver quality service in a call center environment using the Patient Centered Medical Home approach to care

• Good judgment, initiative and a pro-active style in identifying the needs of customers while appropriately collaborating with other internal departments

• Answer multiple phones lines with a warm welcome inviting the caller to schedule an appointment and/or offer assistance and thanking them for their call.

• Notify the appropriate staff/physicians of any emergent calls from a hospital, facility, physician and/or patient immediately.

• Familiarity with medical terminology, billing operations both on the front and back ends preferred.

• Communicates information clearly and accurately while acting as a patient advocate.

• Addresses and resolves client issues in a timely manner, utilizing chain of command as appropriate, as well as providing timely feedback to the company regarding service barriers or customer concerns as needed.

• EHR (electronic health record) knowledge preferred: NextGen

• Introduce patients to our patient portal and functions available within portal.

• Verify patient demographics to schedule appointments correctly - review appointment date, time, location, and provider name with caller. Works collaboratively with other departments and transfers calls when appropriate.

• Updates account information if necessary to adequately reflect proper payer for follow-up and billing

• Accurately document all necessary information into the appointment notes.

• A resourceful, mature problem-solving attitude

• Ability to multitask and professionally handle fast paced, high volume atmosphere

• Flexibility to cross-cover the front desk reception area as needed with possibility of occasional late night coverage

• Performs other duties as assigned

 

Must have the ability to:

 

• Write and communicate effectively

• Work well independently and as part of a team

• Work collaboratively across departments to understand and meet the organization’s analytic needs

• Be open to pursuing additional training/education as required to meet emerging requirements

• Manage and prioritize workload while meeting deliverables and expectations

• Generate a quality work product, presentable for content and audience, in a timely manner while maintaining strong attention to detai

TYPICAL PHYSICAL DEMANDS: Requires sitting for long periods of time.  Occasional bending, stretching or lifting.  May require contact with individuals with communicable diseases and/or blood borne pathogens. Requires the ability to work under high stress conditions for long periods of time. Ability to hear a normal range voice.  Ability to prepare written reports and use telephone equipment.

TYPICAL WORKING CONDITIONS:  Normal office environment.  Potential exposure to communicable diseases and other conditions in a health center environment.