The posting
The following statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential functions of the job and should not be considered as a detailed description of all the work requirements of this position.
Responsibilities
Answer telephone promptly and in a polite and professional manner.
Obtain and enter accurate demographic information into Electronic Health Record (address, telephone number, name of insurance or self-pay status).
Schedule appointment for patients - review appointment date, time, location, and provider name with caller.
Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
Remind caller of cancellation/no-show policy.
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
Act as a liaison for the patients and the Health Center:
Direct calls to other departments as needed.
Use sound judgment in handling calls; able to perform service recovery efforts if needed
Understanding of when to escalate calls to Providers/ Practice Administrator/ Nurse Manager.
Make reminder calls as directed.
Make calls to reschedule appointments when necessary.
Provide assistance with mailings and other projects as call volume permits.
Receive, sort, and distribute incoming fax messages
Operates standard office equipment requiring no previous training, e.g. telephone, computer terminal, data printer, photocopier, calculator, etc.
Other related duties as assigned by manager
Qualifications
High school diploma or equivalent required.
Bilingual in English and Spanish/Creole preferred.
Proficient computer skills (i.e. Microsoft Office & Outlook).
Ability to handle confidential and sensitive information.
Ability to communicate effectively on the telephone.
Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
Ability to handle a call center environment: fast paced, work quickly and multi-task.
Ability to exercise good judgment to handle calls appropriately.
Ability to demonstrate good customer service and professional phone etiquette
EClinicalWorks EMR Experience Preferred.
Call Center/Front Desk Reception experience preferred
