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

UC Health•Cincinnati, OH

10d

About The Position

UC Health is hiring a Clinical Calls Representative for Ambulatory Scheduling. Under the direction of the Clinical Operations Manager, this role handles incoming clinical calls for multiple departments from patients, caregivers, doctors' offices, pharmacies, supply companies, home health agencies, insurance companies, and others. Calls may concern symptomatic patients, general medical questions, medication refills or questions, and requests for paperwork, orders, or results. The representative supports patient care in the ambulatory setting by resolving callers' concerns when possible or gathering pertinent information and relaying it appropriately to clinic staff. The role follows departmental processes, system and department compliance policies, applicable laws and regulations, and the limits of the representative's scope of practice. It also involves accurate documentation, use of UC Health clinical and administrative computer programs, collaboration with clinical teams, and maintaining patient confidentiality.

Requirements

High school diploma or GED required.
1–2 years of equivalent experience required.
Medical Assistant certification preferred as a qualification listed in the posting.

Nice To Haves

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

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 need repair or malfunction.
Work on behalf of patients and follow protocols for all populations without deviating from them.
Provide accurate documentation according to 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 complete 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.