Call Center Specialist Expanded Function
About The Position
The purpose of this position is to perform cross-functional duties between Medical Records and Patient Access Representative’s. The person holding this position will be considered an “Expanded Function” Call Center employee, performing the duties of both Medical Records Clerk’s and Patient Access Representative’s, and other duties as assigned. In Medical Records the employee will scan and index all pertinent patient information adhering to accuracy standards; send and receive all patient record requests, sort incoming faxes, sort incoming mail (US and courier), result orders, process outside messages from Epic. In the Call Center, the Patient Access Representative is responsible for answering incoming patient calls to assess the patient’s condition, make appointments, take messages and/or refer calls to medical personnel. She/he will answer all incoming calls and transfer to the appropriate person or department. This position is a part of the Call Center team and the person holding this position will be expected to fill the Patient Access Representative and Medical Records duties as needed.
Requirements
- Knowledgeable in medical terminology.
- Ability to handle highly confidential, sensitive, and non-routine information.
- Ability to work effectively with staff members and external contacts.
- Ability to work in a fast-paced, wide range environment.
- Excellent communication skills, with proficiency in English & Spanish, both speaking and written language.
- Proven record of sensitive to inter-cultural issues and diversity.
- High School Diploma or equivalent.
- Previous clinical and medical records experience, preferably in an ambulatory health care setting.
- Basic computer skills using Microsoft Suite.
Nice To Haves
- Multi-line telephone experience preferred.
- Training or mentoring experience.
- Prior clinical experience.
Responsibilities
- Maintain all charts according to standard format.
- Keep all medical records secure, according to VGMHC’s standards.
- Organize incoming records and scan and index laboratory, EKG, E-ray, and other patient communications and reports in appropriate areas of patient charts.
- Result VG orders.
- Process incoming Epic messages.
- Mail and/or fax patient information according to VGMHC’s protocol on confidentiality.
- Determine whether an appointment is for routine care or for an emergent problem.
- For emergent problems document in chart and transfer directly as appropriate.
- For chronic or non-acute problems or routine care, schedule as available.
- Accurately document all information in the patient’s chart.
- Route all incoming calls to appropriate staff or take messages, as needed.
- Answer CC phone and route calls in a courteous, timely and helpful manner.
- Assist other CC staff as time permits, as needed.
- Attend and participate in staff meetings.
- Perform other duties as assigned.
- Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
- Assist in training new staff.
- Provision of hands-on support of call center staff, coaching and mentoring as needed.
- Assist with developing procedures and workflows that promote efficiency and effectiveness.
- Assisting in planning and coordinating special projects and events related to CC projects.
- Ability to quickly change duties to meet staffing needs including trouble shooting issues.
- Act as liaison between Medical Records Clerks and Patient Access Representatives.
- Perform other duties and projects as assigned from time to time by VGMHC management.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
