Call Center Representative - Telecommunications

Tuba City Regional Health Care Corporation•Tuba City, AZ

7d•Onsite

About The Position

The Call Center Representative is part of a team supporting Tuba City Regional Health Care Corporation and its satellite clinics in LeChee, Bodaway/Gap, and Flagstaff. The position interacts with patients by telephone to schedule appointments, collect information needed for appointments, answer questions, connect patients with appropriate resources, and provide customer service. The representative follows clinic protocols, supports access to care, confirms appointments, and performs clinical support and administrative provider-support duties. The role requires tact and respect when communicating with patients and families experiencing emotional or physical stress, and collaboration with departments to expedite services and improve patient satisfaction. The position involves frequent interruptions and a high-pressure environment and requires schedule flexibility. Work schedules include nights, weekends, holidays, and emergency callback after working hours. Duties also include managing calls and messages, electronic scheduling and health records, answering-service dispatch, overhead emergency pages, on-call schedules, and related documentation. The representative may work in close or crowded areas and may be exposed to infectious diseases in the healthcare facility. The role requires following PPE, cleaning, and decontamination procedures.

Requirements

High school diploma or GED.
One year of work experience in direct communications and providing services to patients or the public; healthcare-related experience is preferred.
Three months of experience in a fast-paced office environment, with demonstrated ability to manage and prioritize multiple tasks and demands to meet deadlines and type with accurate spelling and grammar.
Satisfactory performance in prior and current employment, supported by positive employment references addressing the stated competency areas.
Ability to communicate professionally and effectively by telephone and provide excellent customer service.
Ability to relate to people from diverse educational, socioeconomic, and ethnic backgrounds.
Ability to handle confidential and sensitive information.
Ability to work independently under pressure, handle difficult callers, and use good judgment to handle calls appropriately.
Ability to accommodate a nontraditional work schedule, with excellent attendance and punctuality.
Strong work ethic, desire to help, and commitment to contributing to positive employee morale and personal job satisfaction.
High ethical standards and no history of complaints.
Proficiency with computers, relevant software applications, practice-management technology, and electronic record keeping.
Knowledge of customer-service principles and practices.
Positive communication and working relationships with others.
Completion of interviews with above-satisfactory scores, demonstrating ability to perform the essential functions.
Successful background and reference checks, including positive employment references demonstrating satisfactory performance and ability to perform the essential functions.
Successful fingerprint clearance, physical examinations, and other required screenings demonstrating qualification for employment and ability to perform the essential functions.
Submission of all required employment documents, applications, resumes, references, and other information without false, misleading, or incomplete information.
Ability to sit for extended periods and perform minimal standing, walking, bending, and reaching; lift, push, or pull objects up to 10 pounds; use both hands on keyboards; and use the sensory abilities needed for near, color, and depth perception, seeing fine details, hearing normal speech and overhead pages, and using a telephone.
Ability to communicate clearly with patients to explain what information is needed and why, and to ascertain that information is as accurate as possible.
Empathy, helpfulness, a positive attitude, patience, and willingness to work with customers on complex issues and identify appropriate resources or directories.
Ability to adapt established procedures as needed and recognize when to notify a supervisor about problems not covered by guidelines.
Ability to cope with stress and others' anger, fear, or hostility calmly; concentrate; manage multiple priorities in stressful situations; work alone; adapt to shift work; and work in close and crowded areas.
Occasional ability to make decisions under high pressure and handle flexibility.
Ability to wear required PPE and complete required cleaning and decontamination procedures.

Nice To Haves

Healthcare-related experience.

Responsibilities

Handle incoming telephone calls, schedule appointments, and answer general questions using available electronic resources.
Answer patient questions, provide information and support to patients in distress, and respond to emergency situations.
Schedule appointments according to availability and template guidelines to support efficient patient flow.
Enter detailed patient information in Allscripts, verify entered information, and add necessary notes.
Safeguard patient information and maintain confidentiality.
Receive, direct, and relay telephone, email, and fax messages.
Maintain supply inventories and report supply needs to the supervisor.
Participate in weekly huddles concerning clinic and department operations and satellite facility services.
Complete assigned special projects independently, including analyzing, researching, troubleshooting, and resolving issues.
Use information-service technology and scheduling systems to manage internal and external appointments promptly.
Stay informed about clinical and hospital services, appointment and referral systems, and points of contact.
Use Call Center Allscripts scheduling software to respond to inquiries and appointment requests and coordinate accurate scheduling with departments and primary care health centers.
Serve as an electronic health record user; work with clinical, medical, laboratory, pharmacy, and other healthcare office systems; and train and orient new team members.
Coordinate scheduling, identify referral placement, and retrieve patient data from automated systems and the EHR.
Use software such as Mitel, Imprivata Cortex, and OneCall to respond to callers contacting healthcare center main phone numbers.
Provide answering-service support for clinical and administrative departments, verify provider profiles, dispatch calls according to provider profiles, and distribute messages appropriately.
Initiate overhead emergency codes and non-disaster group pages, verify that pages were sent correctly, and complete follow-up documentation.
Document security and medical codes; monitor required code-team callbacks; initiate no-contact protocols when needed; and complete follow-up documentation in software and emergency logs.
Identify computer, software, telephone, or paging outages and report them to the supervisor on duty or manager.
Maintain web-based on-call schedules, make after-hours changes as needed, document changes, and notify the House Supervisor and departments.
Perform the professional, clinical, and technical competencies of the assigned unit, department, or specialty.
Wear required PPE while on duty, complete safe donning and doffing, and dispose of used PPE appropriately.
Complete training for routine cleaning and decontamination of surfaces contaminated by communicable disease.
Perform other related duties as assigned.