Treats patients, staff and visitors with courtesy, sensitivity and respect while maintaining a team-based care approach.
Maintains patient confidentiality.
Adheres to policies and procedures.
Adheres to CHC Quality policies and participates actively in Quality Improvement Process activities.
Follows Safety and OSHA requirements.
Participates in cross training activities.
Adheres to the CHC dress code and maintains a professional appearance.
Attends required meetings and participates on committees as requested.
Enhances professional growth and development by attending in-service meetings and continuing education programs.
Physical/Mental/Emotional Requirements of Position:
Standing for short periods of time
Sitting for long periods of time
Walking short distances
Lifting up to 15 pounds
Transporting up to 15 pounds short distances
Working with small implements requiring accuracy and precision
Working in a moderate noise level environment
Working in a small work area
Operating light equipment
Operating keyboard equipment (computer, keyboard, phone, headset, copier, etc.)
Reading forms/instructions/technical information
Following non-technical/technical directions
Speaking understandably to people of various ages, educational levels, cultural backgrounds in person/by telephone
Hearing verbal conversations with people of various ages, educational levels, cultural backgrounds in person/by telephone
Working under tight deadlines
Making decisions with varying amounts of guidance
Equipment/Machinery Used in Position: Telephone, computer, printer, copier/fax, and/or other equipment necessary.
Health/Safety Considerations of Position:
Minimal exposure to infectious/contagious illnesses, depending on exact work location.
Primary Responsibilities and Specific Duties:
Schedules patient appointments according to CHC protocols/guidelines:
Answers the telephone promptly in a courteous and professional manner.
Obtains and enters accurate demographic information into CHC electronic health record (address, telephone number, insurance information, etc.).
Schedules patient appointments according to scheduling protocols/guidelines.
Reviews, updates and confirms appointment information including: date, time, location, provider name, reason for visit and insurance status with caller.
Informs caller of necessary items to bring to appointment (including identification card, insurance card, medications, office visit fee, etc.).
Informs caller of appointment expectations and guidelines to include cancellation/no-show policy, prompt arrival, and discharge guidelines.
Answers questions and offer other information, as requested or needed.
Performs outbound calls to cancel or reschedule patient appointments and/or provide additional information as needed.
Provides assistance with special projects as call volume permits.
Functions as a liaison for the patients and the Health Center:
Directs calls to other departments as needed.
Responsible for escalating calls appropriately according to procedures.
Communicates to Supervisor cases needing a higher level of intervention in a timely manner.
Maintains proper and accurate documentation of all activities as determined.
Maintains performance expectations such as: Average Calls Answered, Average Talk Time, and other performance metric requirements.
High school diploma or equivalent is required. College, vocational / technical training or certification preferred.
1 year previous experience in a call center environment and/or 1 year experience in a medical/dental office setting preferred.
Knowledge of electronic health records software or equivalent preferred.
Medical Assistant experience preferred.
Must successfully pass a Call Center Telephone Assessment test.
Good verbal and written communication skills.
Excellent data entry skills.
Bilingual in Spanish and/or Creole preferred.
Ability to effectively handle multiple tasks in a fast-paced environment.
Basic knowledge of Microsoft applications.
Medical and Dental terminology knowledge preferred.
Able to work flexible hours as needed.