Outpatient Call Center Assistant

Arnot Health System•City of Elmira, NY

1d•Onsite

About The Position

The Outpatient Call Center Assistant is responsible for handling incoming and outgoing calls, call transfers, and instant messaging for Primary Care call centers. This role also involves assisting with maintaining a functional office work environment and reports directly to the Director of Operations. The assistant manages multiple phone lines and queues, handles various inquiries, schedules appointments, and ensures accurate patient information and documentation within the EMR and other clinical systems. The position requires proficiency in medical terminology, computer applications, and adherence to patient confidentiality policies.

Requirements

Competence in basic medical terms, terminology, and their appropriate use in documentation and scheduling.
Ability to use professional discretion to escalate calls appropriately and follow established guidelines and protocols.
Ability to work independently and without direct supervision.
Proficiency with EMR and documentation of calls.
Familiarity with call categories of call center calls and ability to accurately assess caller's needs.
Ability to recognize the necessity for emergency intervention (e.g., 911) and take immediate appropriate actions.
Ability to manage multiple telephone lines and queues.
Absolute proficiency in computer applications including Microsoft Office Suite, ECW, Soarian, and clinical information systems of the Medical Center and Arnot Medical Services, PC.
Familiarity with patients' rights per AOMC policy.
Awareness of HIPPA and other patient confidentiality issues.
Ability to interact effectively with physician's office staff and outside answering services.
Ability to provide age-appropriate communication support for neonate, infant, children, adolescent, adult, and geriatric patients.
Familiarity with and demonstration of continuous Performance Improvement principles.
Responsibility for attending all mandatory annual educational programs.
Demonstrated importance of satisfying customer/patient needs through friendly, caring, attentive, and communicative interactions to provide a secure and pleasant experience.

Responsibilities

Answers, manages and directs incoming calls in major primary care clinics, and is competent in basic medical terms, terminology and their appropriate use in documentation and scheduling.
Ability to use professional discretion to escalate calls appropriately and follow the established guidelines and protocols while working independently and without direct supervision.
Demonstrates proficiency with EMR and documentation of calls.
Demonstrates familiarity with call categories of call center calls as necessary by accurately assessing caller's needs. Recognizes the necessity for emergency intervention (i.e.911) and immediately takes the appropriate actions.
Answers and appropriately directs all incoming and office telephone calls managing multiple lines and queues.
Handles incoming telephone inquiries, provider to provider connections, emergency response contact, patient information, primary contact for security for urgent and non-urgent situations. Documents appropriately in EMR.
Performs scanning, sorts, and distributes mail according to office protocol and management of fax in box.
Follows scheduling protocols/templates for multiple different providers in one or multiple locations as well as various specialty schedules.
Maintains absolute proficiency in computer applications required for work function. These include but are not limited to the Microsoft Office Suite, ECW, Soarian, and clinical information systems of the Medical Center and Arnot Medical Services, PC.
Facilitates positive interactions between callers, Medical Center departments and physicians' offices.
Schedules follow-up visits, consultations, referrals and forwards any materials needed for appointment upon request of providers or clinical staff.
Notifies patients by phone or mail with any pertinent information as instructed by clinical staff such as appointment changes, forms, letters etc.
Obtains & updates all patient demographic information timely and accurately.
Is familiar with patients' rights per AOMC policy and demonstrates awareness of HIPPA and other patient confidentiality issues.
Interacts effectively with physician's office staff and outside answering services to meet patients' needs.
Assists with the complaint process, including documentation.
Maintains databases and records and assists with tracking call center volume.
Performs clerical support functions as needed during periods of low call activity.
Assists with the maintenance of a working office environment, to include maintaining office supplies and maintenance of facility and equipment.
Interacts effectively with other medical center departments and personnel.
Provides age-appropriate communication support to address the needs of the neonate, infant, children, adolescent, adult, and geriatric patients.
Is familiar with and demonstrates continuous Performance Improvement principles and participates in the process as appropriate.
Is responsible for attending all mandatory annual educational programs as required by the position.
Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer's needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Medical Center.