Call Center Specialist - Liver Transplant Clinic

Methodist Health System•Dallas, TX

About The Position

Your Job: This position will provide support to the Liver Institute clinics. Centralized services will include answering incoming calls from patients, other departments and outside organizations. Serves as first point of contact into the Liver Institute clinics as it relates to coordination of care. Serves as a liaison between patient and clinical support staff.

Requirements

High School Graduation or GED. Diploma from an accredited medical assistant program required. Position requires an individual with diverse skills. Individual must be able to work on discrete tasks in a high volume, high-pressured environment. Good judgment and professional demeanor is a must.
Current National Medical Assistant Registration/Certification required.
2+ years of professional medical knowledge in a practice setting is preferred.

Nice To Haves

Bilingual a plus.

Responsibilities

Answers incoming calls made to the Liver Institute clinics. Maintains strictest confidentiality while attempting to provide first call resolution. Screens calls, takes messages when applicable, and conveys information to appropriate parties in accordance with department workflows. Will also reschedule appointments as necessary. Will need to learn functionality of phones.
Offers exceptional customer service while answering telephones professionally and with a positive attitude. Has the ability to handle multiple tasks. Must be able to research required information using available resources. Capable of handling and resolving customer issues. Must be able to identify and escalate priority calls per department workflows.
Ensures all patient calls that are submitted to the physician team are submitted and completed within a timely manner. Documents all calls with patients and physicians in the EMR.
Demonstrates proficient knowledge of care management protocols. Comprehensively plans for care management of targeted patient populations using protocol defined by Medical Director. Proactively communicates with patients regarding care plan in an effort to facilitate achievement of desired treatment plan.
Demonstrates the ability to effectively communicate STAT phone calls to the appropriate personnel.
Complies with all administrative workflows of the department. Maintains and follows all policies and procedures of Methodist Health System and those specific to this department.
Communicates to management any issues or delays that may directly impact patients quality of care and customer service.
Willingly participates in continuing education and other applicable activities to maintain professional competence.
Works collaboratively with other members of the department to cultivate a team approach focused at achieving the highest quality of patient care and staff cooperation.
Will work with the following EMR systems: NextGen, Meditech, OTTR and e-Clinical. May use other systems as needed.
Will use Microsoft Office (Word, Excel, Power Point, Outlook and Internet). May need to use other functions as necessary.
Performs other tasks, special projects as assigned by management.
Flexible work schedule may be available per business needs. Normal work hours are 8AM-5PM