1 Call Ctr - Patient Service Representative Contact Center Job in Woonsocket, RI
Thundermist Health Center is Hiring a Call Ctr - Patient Service Representative Contact Center Near Woonsocket, RI
Duties and Responsibilities: 1. Answer incoming telephone calls in a fast-paced call center environment a. Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department workflows, using eClinicalWorks (eCW) scheduling software b. Assess root cause of the inquiry to provide first call resolution c. Determine which calls are appropriate for referral to clinical staff d. Interact with clinical staff (i.e. Nurses, Medical Assistants, etc.) via telephone and instant messaging e. Research patient specific clinical information within the Electronic Medical Record (EMR) (i.e., related to prior visits, referrals, lab tests, diagnostic tests, etc.) f. Fax/refax test orders to testing facilities as requested g. Send electronic messages (telephone encounters) to clinical staff according to workflows Frequency: Daily 2. Mail welcome letters and appointment cards to new patients. Frequency: As required 3. Decision making a. must follow clinical protocols by asking pertinent questions to collect patient data/information
b. recognize an emergent situation and triage call to appropriate clinical department
Confidentiality Of InformationPatient 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)
Competencies/StandardsIndividual performance benchmarks are subject to change by management as technological, workflow or other efficiencies are realized (see addendum A)
Position Qualifications 1. Required Qualifications
- High School Diploma or G.E.D b. Strong written and verbal communication skills c. Professional telephone etiquette; ability to demonstrate and maintain professional customer service skills including empathy, patience and courtesy d. Must be able to work independently and with minimal supervision.
- Must be able to perform telephone and computer tasks with appropriate speed and accuracy f. Must be able to multi-task (i.e., accurately research and document call while speaking on the telephone) g. Must be able to develop and maintain cooperative and courteous working relationships with staff throughout the organization h. Ability to analyze complex provider schedules and workflows i. Ability to meet performance standards of a fast-paced call center 2. Preferred Qualifications: a. Bi-lingual capability preferred b. Prior experience working in a Dental/Medical/clinical setting c. Prior customer service experience d. Prior experience as a medical receptionist or medical assistant e. Familiarity with Medical/Dental terminology.
Work Schedule: Patient Service Representative works 40 hours per week. This may include one evening per week and a rotating Saturday schedule which is equivalent to once per month dependent upon staffing needs
Job Summary
Full Time
Professional Associations
$39k-50k (estimate)
02/16/2023
07/17/2024
thundermisthealth.org
WOONSOCKET, RI
100 - 200
1972
MARIA MONTANARO
$10M - $50M
Professional Associations
Related Companies
About Thundermist Health Center
Thundermist Health Center is a non-profit community health center serving three communities. We serve Woonsocket, South County (formerly the Health Center of South County), and West Warwick. Thundermist provides comprehensive health care services in order to meet the needs of each community....This includes: Primary medical care, by board-certified, full-time staff physicians who carry full hospital admitting privileges in our communities of service. Dental care provided by dentists and dental hygienists in our health centers and mental health services in a fully integrated model alongside our... medical services. Plus, pharmacy services, through a partnership with CVS/pharmacy, allows patients to take advantage of Section 340B special pricing afforded by the US Public Health Services. CVS pharmacy offers dramatically reduced pricing to our patients at our in-house pharmacy in Woonsocket and at CVS pharmacies located in Wakefield and West Warwick. We also maintain a team of social workers who help patients to overcome the social barriers that keep them from good health and good health care. Through the efforts of our social workers, and in partnership with other community agencies, we provide: --Food assistance through our food pantries in each of our locations --Nutritional counseling --Psychological counseling --Social service case management --Extended support services to people living with HIV, home visits, patient education, and community prevention programs --Trans* Health Access Program
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