Call Center Liaison

Description

Job Summary:    To assist patients and providers by providing a broad range of clinical and administrative functions to the clinic.  

Essential Functions:  

• Acting as a Liaison between Call Center and Marillac staff. 

• Transfer Calls and Messages to personnel within a specific Department. 

• Communicating with CallCenter on Provider Outages/ Clinic Closures. 

• Working on inbound/ outbound calls.  

• Auditing Daily, Weekly and Monthly Schedules and keeping Call Center informed about callouts and resource allocation. 

•  Addresses issues with specific ROIs and consents.  

• Participating in weekly meetings pertaining to Call Center and assisting in identifying and troubleshooting specific issues. 

• Ready the exam room with the appropriate equipment before patient visits. Set up all procedures and assist the provider during the patient visit as needed. 

• Room patients, prepare them for the provider, and discharge them as per written protocol. 

• Per provider order and/or standing orders, perform POC (Point of Care) tests.  

• Perform venipuncture for blood collection. 

• Administer and chart subcutaneous (SC), intramuscular (IM), or intradermal (ID) injections and/or vaccinations, and medications per provider order or standing orders.  

• Maintain required education for and working knowledge of VFC (Vaccines for Children) or other vaccination programs clinic participates in. 

• Set up patient oxygen and administer O2 to patient via appropriate delivery and perform 3-point testing for oxygen recertification. 

• Keep assigned rooms cleaned after each patient and stocked appropriately and assist with maintenance of inventory as assigned. 

• Manage prescription refill requests. 

• Follow up on prescriptions, lab orders, and testing 

• Pre-visit plan for upcoming scheduled days. 

• Makes appointments for patients as needed. 

• Maintain quality of care. 

• Participation in clinic quality improvement plans 

• Assists in orienting new medical assistant team members to clinic protocols and workflows. 

• Perform other duties as assigned.  

Competencies:   

• Good Proficiency and navigation PC application included but not limited to MicroSoft suite of products and EMR systems 

• Ability to multitask while actively listening  

• Excellent keyboarding skills 

• Proper phone etiquette and articulate speech 

• Effective communication skills and the ability to build rapport with the patients, outside professionals and staff 

• Ability to work in a PCHM team model of care 

Qualifications

Required Education/Experience: 

•  High School Diploma 

• 1 years customer service 

• Medical Terminology 

Preferred Education/ Experience:  

• Completion of a Certified Medical Assistant Program  

• 1 of medical work experience 

• 3 years of general inbound call center experience 

• Medical terminology knowledge 

• Bilingual in Spanish 

Additional Eligibility: Must be current or willing to be vaccinated for the following  

• TDAP (up to date booster) 

• MMR series 

• Varicella 

• HEP B series 

• Flu Shot 

• TB Screening 

Salary : $18 - $21