Job DescriptionMAIN FUNCTION:Handles Primary Care call center incoming and outgoing calls, call transfers, Instant messaging providers. Assists with maintaining a functional office work environment. The Outpatient Call Center Assistant reports to the Director of Operations. DUTIES AND RESPONSIBILITIES:Client Service Duties 1. 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. 2. Ability to use professional discretion to escalate calls appropriately and follow the established guidelines and protocols while working independently and without direct supervision. 3. Demonstrates proficiency with EMR and documentation of calls. 4. 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. 5. Answers and appropriately directs all incoming and office telephone calls managing multiple lines and queues . 6. 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 7. Performs scanning, sorts, and distributes mail according to office protocol.and management of fax in box. 8. Follows scheduling protocols/templates for multiple different providers in one or multiple locations as well as various specialty schedules. 9. Maintains absolute proficiency in computer applications required for work function. These include but are not limited to the Microsoft Office Suite, ECW, Sorian, and clinical information systems of the Medical Center and Arnot Medical Services, PC. 10. Facilitates positive interactions between callers, Medical Center departments and physicians’ offices.11 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.
17. 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.
20 Interacts effectively with other medical center departments and personnel.
21 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.
It is understood that this lists typical duties for the classification and is not to be considered inclusive
of all duties that may be assigned.
EDUCATION: High School graduate or equivalent, with courses in business or clerical experience required. Associates degree or equivalent plus 2-3 years administrative assistance experience preferred.EXPERIENCE: Three years clerical experience in hospital or healthcare setting, patient care, ambulatory or medical practice preferred. Proficiency in operation of IBM-compatible personal computers, with required experience and proficiency in the Microsoft Office Suite applications. Must have excellent listening, verbal and writing skills and be able to express ideas, facts and information in a clear and concise manner. Must have exceptional customer service skills and be able to maintain a positive attitude while handling periods of high volume.CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:No CPR required.PHYSICAL DEMANDS: Typical office duties. Regularly lifting up to 10 lbs. and occasionally lifting up to 20 lbs..EXPOSURE CATEGORY: Category III. Tasks that involve no exposure to blood, body fluids, or tissues. And Category I tasks are not a condition of employment. A.D.A. Essential Functions Requirements
