Clinical Calls Representative, Ambulatory Scheduling, Full Time, First Shift

UC Health•Cincinnati, OH

14h

About The Position

Under the direction of the Clinical Operations Manager, the Clinical Calls Representative handles incoming clinical calls for multiple departments. Calls may come from patients, caregivers, doctors’ offices, pharmacies, supply companies, home health agencies, insurance companies, and others. Topics include symptomatic patients, general medical questions, medication refills and questions, and requests for paperwork, orders, and results. The role helps manage patient care in the ambulatory setting. The goal is to resolve callers’ concerns when possible, or otherwise gather pertinent information and relay it to clinic staff appropriately. The representative follows departmental processes and procedures, system and department compliance policies, applicable laws and regulations, and works within their scope of practice.

Requirements

High school diploma or GED required.
1–2 years of equivalent experience required.

Nice To Haves

Associate degree preferred.
Medical Assistant certification preferred.
3–5 years of experience preferred.

Responsibilities

Communicate clearly, courteously, and effectively with patients and others verbally and through written and computer documentation while maintaining confidentiality.
Collect and interpret complex patient data within the applicable scope of practice.
Contact the IS&T Help Desk when computer workstations or other devices require repair or malfunction.
Work on behalf of patients and follow protocols with all populations without deviating from them.
Provide accurate documentation in accordance with established processes and protocols.
Use UC Health clinical and administrative computer programs to access and provide patient and physician information and communicate with medical practices.
Meet departmental quality assurance, customer service, and productivity standards.
Work effectively with the team to accomplish daily tasks, proactively support team goals, and facilitate group cohesiveness.
Maintain a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, and participating in team problem solving.
Maintain strict confidentiality and awareness of patients’ rights.
Perform other duties as assigned.