Call Center Representative

Eisenhower Health•Rancho Mirage, CA

3d•$19 - $27•Onsite

About The Position

Eisenhower Health is seeking a Call Center Representative to join their Ambulatory Patient Advance Access department. This role is responsible for determining caller needs, registering them for programs, referring them to physicians, and interacting with other departments. The representative will also schedule clinic appointments, excluding HMO and workers comp patients. The position requires a high school diploma or equivalent, with a preference for medical career courses. Experience in a medical office or surgery scheduling is preferred. The role involves answering incoming calls, establishing a positive first impression, directing calls appropriately, communicating with clinical staff, completing outbound calls, documenting interactions in the Electronic Health Record, serving as a resource for patients and families, maintaining patient demographic information, scheduling and rescheduling appointments, and responding to patient requests.

Requirements

High school diploma, GED or higher level degree if hired after March 1, 2025
Ability to communicate with patients, healthcare professionals, and staff to ensure clear and accurate exchange of information
Ability to operate general office equipment (i.e., computer, printer, scanner, telephone, etc.)
Problem solving skills to identify issues and formulate effective solutions
Written and verbal communication skills

Nice To Haves

Medical career courses
Medical office or surgery scheduling experience
Develop and maintain physician relationships; ability to recognize cross-functional relationships with hospital affiliations, other physicians

Responsibilities

Determines the caller’s needs and fulfills those needs through program registration and/or physician referral, and through interactions with other departments.
Schedules all clinic appointments except HMO and workers comp patients.
Answers incoming calls and establishes a positive first impression with patients and physicians, in accordance with system telephone standards.
Determines where call needs to be forwarded and makes disposition of all calls that arrive at the practice.
Communicates with clinical staff for direction of calls with concerns or questions.
Completes outbound calls to determine actions to be taken; evaluates and recommends additional referrals or actions.
Documents call appropriately on Electronic Health Record.
Acts as resource for information and guidance regarding services to patients and families as needed.
Maintains and updates patient demographic information accurately in computer database; utilizes call center database.
Schedules appointments for new and returning patients for all assigned providers; reschedules appointments as needed/requested.
Responds to patient requests timely and appropriately.
Takes messages from physician line and returns calls or redirects as needed.
Performs other duties as assigned.