Call Center Representative

Chota Community Health Services-posted 3 months ago

Madisonville, TN

101-250 employees

Religious, Grantmaking, Civic, Professional, and Similar Organizations

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The position involves participating in a Patient Centered Medical Home Care Team collaboration, adhering to all policies and procedures, and managing a high volume of inbound calls. The role requires greeting patients in a welcoming manner, ensuring confidentiality when discussing patient information, and refraining from discussing personal or sensitive information about patients or employees. Responsibilities also include scheduling and confirming appointments, answering patient questions, and documenting patient interactions in the electronic health record.

Participate in Patient Centered Medical Home Care Team collaboration
Adhere to all policies and procedures
Answer high volume of inbound calls and directs them to the appropriate party
Greet patients in a welcoming manner on the phone
Use a low tone when it's necessary to discuss a patient to ensure confidentiality and discretion of patient information
Refrain from discussing any personal or sensitive information about patients or employees
Schedule appointments, confirm scheduled appointments, give directions to the facility, and answer patient questions
Complete patient rescheduling as assigned
Thoroughly document patient interaction in the appropriate fields
Input the required patient data into the electronic health record
Task refill requests, patient questions, etc. to appropriate person, as needed
Refer to Patient Services, Patient Accounts, Eligibility Assistance Coordinators, and/or Phone Nurse as needed
Assist patients with patient portal accounts
Maintain a neat and orderly reception area that is appropriately stocked with supplies at all times
Complete the Worker's Compensation Payer Form, as needed
Communicate with appropriate staff for emergency cases (i.e. chest pain, laceration, etc.)
Communicate effectively with the PSS regarding patient issues, training needs, insurance discrepancies, and scheduling conflicts
Communicate with the appropriate designated individuals to ensure that patients are helped and daily tasks are accomplished
Limit personal use of phone and internet access to emergencies
Maintain regular and predictable attendance
Cooperate and work well with others
Sort and distribute mail for all three CCHS locations
Check E Faxe and distribute to appropriate department
Conduct daily appointment confirmations
Perform other duties as assigned or requested

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