Call Center Associate

Stephenville Medical & Surgical Clinic•Stephenville, TX

2d•Onsite

About The Position

Call Center Associates are responsible for scheduling and rescheduling patient appointments. They are also responsible for answering incoming calls, taking messages, and forwarding them to the appropriate clinical staff or provider. The role requires accountability for compliance with regulations mandated by governmental agencies and adherence to Policies and Procedures established by the Board of Directors of SMSC.

Requirements

High School diploma or equivalent
Ability to read, comprehend and carry out written instruction, policies and procedures.
Computer proficient
Working knowledge of insurance
Good communication skills with ability to interact in a positive, professional manner with a diverse patient base
Perform job duties in a fast-paced environment
Maintain professional demeanor
Exercise sound judgment in emergency situations
Think rationally and reason logically
Maintain regular attendance and meet attendance requirements, which often will include working after 5:00 p.m. and Saturday mornings
Understand concept of good customer service and possess skills to provide it
Maintain absolute confidentiality
Ability to sit for extended periods of time using telephone and computer

Nice To Haves

Bilingual in Spanish a plus

Responsibilities

Schedule patient appointments in EPM according to individual physician guidelines, entering valid patient phone numbers and address, and entering a reason for visit in the ‘Detail’ section 100% of the time.
Verify and update patient demographics and meaningful use measures in EPM 100% of the time.
Verify patient insurance according to procedure.
Reschedule appointments as necessary due to physician schedule changes by calling or using the Patient Portal. Mail an EHR generated letter if unable to reach by phone. All patients are notified of rescheduling 100% of the time.
Document appointment no shows in EPM and EHR and contact patient to reschedule via phone, patient portal, or mail if unable to reach.
Complete and document all other patient communications including out-going and incoming calls etc. in the patient’s chart.
Responsible for documenting any other patient contact including patient “no shows,” cancellations, etc. according to procedure.
Answer telephone quickly and courteously. Standard is to answer by third ring 95% of the time.
Take messages for physicians and/or clinical staff according to procedure and document in patient’s chart 100% of the time. Messages must include: caller’s name, relationship to patient, best number to reach caller, problem, and if related to medications, pharmacy used and allergies.
Take and task messages through EHR immediately. Emergency messages are to be tasked and also verbally relayed to provider/clinical staff immediately.
Refer any order for treatment, including shots or issuing medication samples to patients, to the nurse to handle 100% of the time.
Assist other department receptionists in answering phones.
Treat others politely and with respect. Always remain professional, polite and considerate of patient needs.
Listen and respond concisely, yet accurately to questions asked.
Problem solve and ensure patient expectations are met.
Demonstrate a desire to be responsive, make others feel welcome and eager to help.
Get along well with patients, providers and co-workers.
Inform supervisor of problems, building or equipment repairs, training or supply needs.
Attend monthly staff meeting 100% of the time unless absence approved by supervisor.
Wear ID badge 100% of the time.
Follow all clinic policies and procedures 100% of the time.