Call Ctr - Patient Service Representative Contact Center

Thundermist Health Center•Woonsocket, RI

31d•Onsite

About The Position

The Call Center is a centralized unit which exists to respond to incoming calls to a multiple site community health center. The Patient Service Representative is required to provide efficient customer service by responding to/handling incoming telephone calls.

Requirements

High School Diploma or G.E.D
Strong written and verbal communication skills
Professional telephone etiquette; ability to demonstrate and maintain professional customer service skills including empathy, patience and courtesy
Must be able to work independently and with minimal supervision
Must be able to perform telephone and computer tasks with appropriate speed and accuracy
Must be able to multi-task (i.e., accurately research and document call while speaking on the telephone)
Must be able to develop and maintain cooperative and courteous working relationships with staff throughout the organization
Ability to analyze complex provider schedules and workflows
Ability to meet performance standards of a fast-paced call center
Patient service representative has full access to patients' Protected Health Information (PHI) and is required to adhere to all policies and procedures of confidentiality and privacy as required by HIPAA (Health Insurance Portability and Accountability Act of 1996)
Requires sitting for 8 hours per day to perform repetitive tasks
Close vision (20 inches or less) is required to operate computer and telephone equipment

Nice To Haves

Bi-lingual capability preferred
Prior experience working in a medical/clinical setting
Prior customer service experience
Prior experience as a medical receptionist or medical assistant
Familiarity with medical terminology

Responsibilities

Answer incoming telephone calls in a fast-paced call center environment
Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department workflows, using eClinicalWorks (eCW) scheduling software
Assess root cause of the inquiry to provide first call resolution
Determine which calls are appropriate for referral to clinical staff
Interact with clinical staff (i.e. Nurses, Medical Assistants, etc.) via telephone and instant messaging
Research patient specific clinical information within the Electronic Medical Record (EMR) (i.e., related to prior visits, referrals, lab tests, diagnostic tests, etc.)
Fax/refax test orders to testing facilities as requested
Send electronic messages (telephone encounters) to clinical staff according to workflows
Mail welcome letters and appointment cards to new patients
Follow clinical protocols by asking pertinent questions to collect patient data/information
Recognize an emergent situation and triage call to appropriate clinical department