Call Center Assistant - Ivy II Internal Medicine

Arnot Health System•City of Elmira, NY

127d•Onsite

About The Position

We are currently seeking a motivated and customer-focused Outpatient Call Center Assistant to support our Ivy II Internal Medicine office. This individual will play a critical role in ensuring an exceptional patient experience by handling incoming and outgoing calls, providing efficient call routing, and supporting administrative tasks that maintain a functional office environment. This position offers the opportunity to work in a fast-paced healthcare setting while serving as the first point of contact for our patients and providers.

Requirements

High school diploma or equivalent required.
Minimum of 3 years of clerical experience in a hospital, medical office, or healthcare setting.
Proven customer service skills with the ability to manage a high volume of calls while maintaining a calm and positive demeanor.
Proficient in Microsoft Office Suite and EMR systems.
Strong verbal and written communication skills.
Ability to multitask, prioritize responsibilities, and work independently.

Nice To Haves

Coursework in business or clerical studies preferred.
Associate degree or equivalent experience (2-3 years of administrative support) strongly preferred.

Responsibilities

Answer, manage, and direct high volumes of incoming calls for Primary Care clinics.
Demonstrate a strong understanding of medical terminology and appropriate scheduling practices.
Use discretion and clinical protocols to escalate calls appropriately without direct supervision.
Document all interactions accurately in the electronic medical record (EMR) system.
Recognize emergency situations and respond appropriately (e.g., initiate 911 contact).
Manage multiple phone lines, queues, and provider-to-provider connections effectively.
Respond to patient inquiries, coordinate with providers, and serve as the primary contact for urgent and non-urgent calls.
Maintain and monitor fax inbox, scan and distribute incoming documentation, and sort mail.
Schedule patient appointments across multiple locations and specialties according to established protocols.
Maintain proficiency in computer applications such as Microsoft Office Suite, eClinicalWorks (ECW), Sorian, and other clinical systems.
Support positive communication between the call center, physician offices, and other departments.
Notify patients regarding appointment changes and other relevant information.
Update patient demographics accurately and timely.
Assist in the complaint process and track call volumes using established databases.
Perform clerical duties during periods of low call activity, including managing office supplies and assisting with facilities upkeep.
Provide age-appropriate communication for all patient populations.
Participate in Performance Improvement initiatives and required annual training.
Uphold the values of customer service by creating a pleasant and supportive experience for all callers and visitors.