Call Center Representative

JOB SUMMARY

Capital Area Health Network’s Call Center Representative will be responsible for answering inbound phone calls for Capital Area Health Network’s call center department and must have strong verbal communication skills. The position includes scheduling medical appointments and transportation for new and existing patients.

ESSENTIAL FUNCTIONS

• Answer phones and respond to online appointment requests
• Accurately schedule patient appointments for all physicians and locations using knowledge of the physician’s specialty, schedule, and accepted insurances
• Enter or verify all personal and billing information when scheduling appointments for New or Established patients
• Obtain identification data, insurance and income information, etc.
• Accurately schedule all appointments with Transportation Requests in coordination with Transportation Department
• Identify, research, and resolve patient issues using eClinicalWorks (Capital Area Health Network’s EHR) and contact other CAHN employees when necessary
• Educate the patients about the importance of making and keeping an appointment
• Provide educational information to all patients including, but not limited to; a detailed and accurate explanation of the CAHN’s system of care and services, information regarding scheduling appointments, including how and when to cancel appointments, and any information provided by management team and/or staff
• Recognize, document, and alert the supervisor of trends in patient calls.
• Update patient information in Electronic Health Record (eClinical Works)
• Perform other administrative duties and related tasks as assigned by the management team and staff.
• Adhere to all CAHN standards, guidelines, policies and procedures
• Perform other duties as assigned by supervisor

KNOWLEDGE, SKILL, ABILITIES AND OTHER CHARACTERISTICS

• Customer Service-the individual must have excellent customer service skills and the ability to utilize these skills with internal and external customers
• Confidentiality- the individual must be knowledgeable of the HIPAA guidelines and have the ability to keep all patient information confidential
• Communication- the individual must possess outstanding verbal and written communication skills.
• Flexible- the individual must be able to work a flexible schedule and attend and support CAHN events outside of regular business hours.
• Problem-solving- the individual must possess excellent problem-solving skills.
• Detailed Oriented- the individual must be able to easily observe details and make a quick and efficient analysis
• Autonomous- the individual is able to work alone and manage tasks efficiently
• Proactiveness – the individual analyzes problems and demonstrates initiative in solving without much direction.
• Multi-task- the individual must be able to multi-task in a high-stress, fast-paced environment.
• Motivation- the individual must have the ability to be a self-starter without requiring additional prompting by the supervisor.
• People Skills- the individual has excellent people skills which include listening and exercising patience.
• Punctual- the individual has the ability to be on time to work and to all CAHN functions.
• Commitment-the individual must know and have the ability to commit to CAHN’s mission, vision, and values.

EDUCATION AND EXPERIENCE

• High school diploma, GED, or equivalent (minimum)
• One to three years of progressive customer service experience.
• Experience in a call center and/or medical office is highly desirable.
• Familiarity with eClinicalWorks is a plus.
• Basic office skills: typing, faxing, scanning, and telephone etiquette.

QUALIFICATIONS

To perform this job successfully, the employee must be able to perform each essential function, as well as the physical and mental requirements satisfactorily. The requirements listed above are representative of the knowledge, skills, abilities, and other characteristics required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DISCLAIMER

The above duties and responsibilities are essential job functions, subject to reasonable accommodations. All job requirements listed indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job proficiently.

This job description is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation.