Call Center Representative

SEMRHI•Hattiesburg, MS

24d

About The Position

Under the direction of the Lead Call Center Representative, the Call Center Representative (CSR) performs a variety of tasks related to answering incoming telephone calls for all clinics, schedule appointments, make follow-up calls to patients, create new medical records, enter and verify demographic, account and coverage information and enroll patients in MySeMRHI. The CSR ensures that patients efficiently flow through the scheduling and registration processes, while also delivering great experiences through compassionate interaction to ensure patient satisfaction. The CSR must demonstrate the ability to be a team member and skills to appropriately communicate and interact with the patients of all age groups, while being sensitive to their culture and religious beliefs.

Requirements

Working Knowledge of Microsoft Office
General knowledge of medical terminology
General knowledge of HIPPA and related patient privacy regulations
Skill at deescalating irate patients
Ability to work in a high stress environment
Ability to adapt to quickly changing priorities
Ability to multi-task while maintaining a professionalism and a positive attitude
High school diploma or GED
Must demonstrate basic computer and advanced typing skills
1 year of call center experience

Nice To Haves

Experience in a health/clerical related field is preferred
Bilingual English/Spanish is preferred

Responsibilities

Answers incoming calls using a multi-line phone system while accessing multiple systems simultaneously
Registers patients by entering or updating patient information in the Allscripts system
Completes the scheduling process by booking appointments, reminding patients what to bring to their visit , and providing an arrival time frame that allows the patient to complete all of the necessary paperwork relating to their visit.
Accurately enters coverage information into the Allscripts system in order to ensure that eligibility is verified before the patient arrives at the clinic
Prequalifies patients for SEMRHI’s sliding scale program and instructs them what documentation the clinic needs to complete the approval process
Assists patients with registering for their MySEMRHI patient portal account
Maintain AHT, Quality Assurance, AUX, hold times, and schedule adherence at or above the expected performance level for each metric
Evaluates every interaction by using active listening and critical thinking skills to determine the level of urgency for that specific contact.
Accurately captures call details using SEMRHI’s customer relationship management software
Remain calm under pressure and effectively resolve patient complaints
Utilizes triaging and a warm transfer process to direct calls to other areas of the organization
Resolves every patient compliant by displaying ownership in the resolution of the patient’s concern.
Respects patient’s privacy, dignity, and cultural beliefs in all interactions
Ensures confidentiality by abiding by applicable laws, regulations, and SEMRHI policies when working with Protected Health Information
Assists with the orientation and training of other employees
Cross train to other positions, as directed
Performs all other duties, as assigned
Completes the required IT/Security trainings prior to the deadline