Call Center Representative

Chota Community Health Services•Madisonville, TN

1d•Onsite

About The Position

This role involves participating in Patient Centered Medical Home Care Team collaboration and adhering to all policies and procedures. The representative will handle a high volume of inbound calls, greet patients warmly, and ensure patient confidentiality. Key responsibilities include scheduling and confirming appointments, providing directions, answering patient questions, documenting interactions in the electronic health record, and assisting patients with portal accounts. The role also requires maintaining a tidy reception area, handling mail and faxes, performing daily appointment confirmations, and communicating effectively with staff for various patient-related issues and emergencies. The position emphasizes regular attendance, cooperation, and limited personal phone/internet use.

Requirements

Ability to greet patients in a welcoming manner on the phone
Ability to use a low tone when it’s necessary to discuss a patient to ensure confidentiality and discretion of patient information
Ability to refrain from discussing any personal or sensitive information about patients or employees
Ability to schedule appointments, confirm scheduled appointments, give directions to the facility, and answer patient questions
Ability to complete patient rescheduling as assigned
Ability to thoroughly document patient interaction in the appropriate fields
Ability to input the required patient data into the electronic health record
Ability to task refill requests, patient questions, etc. to appropriate person, as needed
Ability to refer to Patient Services, Patient Accounts, Eligibility Assistance Coordinators, and/or Phone Nurse as needed
Ability to assist patients with patient portal accounts
Ability to maintain a neat and orderly reception area that is appropriately stocked with supplies at all times
Ability to complete the Worker’s Compensation Payer Form, as needed
Ability to communicate with appropriate staff for emergency cases (i.e. chest pain, laceration, etc.)
Ability to communicate effectively with the PSS for patient issues, training needs, insurance discrepancies, and scheduling conflicts
Ability to communicate with the appropriate designated individuals to ensure that patients are helped and daily tasks are accomplished
Ability to limit personal use of phone and internet access to emergencies
Regular and predictable attendance
Ability to cooperate and work well with others
Ability to sort and distribute mail for all three CCHS locations
Ability to check E Faxe and distribute to appropriate department
Ability to conduct daily appointment confirmations
Ability to perform other duties as assigned or requested

Responsibilities

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 for 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
Limits personal use of phone and internet access to emergencies
Regular and predictable attendance
Ability to 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