What are the responsibilities and job description for the Call Center Associate position at White House Clinics?
At White House Clinics, we do health care differently. Our multi-disciplinary care teams incorporate the expertise of medical, dental, behavioral health, pharmacy, and care navigation professionals to provide patients with comprehensive care designed to help them achieve their health goals. While our work is fast-paced, our teams enjoy being able to work collaboratively to support patients.
This is a full-time position which means as a White House Clinics employee you would enjoy a competitive wage and robust benefit package including:
- Employer Paid Health, Life & Disability Insurance
- 4 Weeks of PTO
- Retirement Plan
- 8 Paid Holidays
Many employees work alternative work schedules which allow them a day off during the week.
At White House Clinics, we believe in providing our employees with opportunity for both personal and professional growth in a challenging and rewarding work environment. We recognize the contributions that each person makes to the team and value each person’s input as we work to deliver outstanding patient care.
PRIMARY FUNCTION
The Call Center Agent is primarily responsible for managing patient access to the clinic by identifying and responding to patient needs. Primary responsibilities include managing the telephone traffic into the Richmond, Berea, McKee, and Irvine clinics by delivering service to the patient or transferring to the appropriate department/location with preparatory information for expedited service. Managing patient demographic and contact information is high priority during all patient contacts. The Call Center Agent influences patient flow and general pace of daily clinic business through scheduling decisions and work pace.
ACCOUNTABILITY
Accountable to the Call Center Team Leader (if applicable) and Clerical Service Line Manager and responsible for keeping the Call Center Team Leader (if applicable) and Clerical Service Line Manager informed of call center activities and problems that arise.
SUPERVISION EXERCISED
None.
TYPICAL PHYSICAL DEMANDS
This position requires sitting, some bending, stooping and stretching. Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment are also required. Position requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Employees will be required lift papers or boxes up to 50 pounds occasionally.
TYPICAL WORKING CONDITIONS
Work is performed in office environment and involves frequent contact with staff and the public. Position may involve dealing with angry or upset people.
PRINCIPLE DUTIES
- Manages telephone traffic into clinic by maintaining responsibility for answering incoming calls within two rings, using proper greeting and name. Schedules patient appointments and assists patients with rescheduling requests. Screens calls for physicians, and minimal patient assistance, transfers calls to other staff as necessary,
- Greets all patients and visitors promptly and pleasantly. Explains policies to patients and provides information to patients as necessary.
- Responsible for appointment scheduling, making sure enough time is allotted for special procedures or lengthy exams. Reschedules patients as instructed by the Service Line Manager during times when providers will be out of the office. Maintains complete understanding of appointment scheduling guidelines.
- Updates clerical information on all established patients. Always verifies the following information during each phone call with patient:
- Patient Name
- Birthdate
- Address
- Phone Number
- Patient Primary Care Provider
- Assists with contacting patients to remind them of their upcoming appointments or to schedule follow-up appointments from the recall list with providers.
- Provide superior customer service to all patients, external customers (office staff of other offices, hospital, community agencies, etc.), and co-workers. Serves as an ambassador of the White House Clinics in all conversations and interactions with these parties.
- Assists with other duties or in other departments as instructed by supervisor.
- Maintains personal compliance with all White House Clinic policies and procedures (OSHA, HIPAA, Standing Orders, etc.)
- Acknowledges that White House Clinics strive to be a patient-centered medical home and, as such, prescribe to team-based delivery of primary care services. Recognizes that the completion of the above listed duties illustrates the employee's role in aforementioned team-based care and accepts responsibility for being an active member of the team, including identification of quality improvement opportunities.
- Cooperates fully with all aspects of Corporate Compliance Plan.
- Participates in all safety programs which may include assignment to an emergency response team.
PROFESSIONAL DEVELOPMENT
Expected to keep abreast of current techniques specific to medical offices, which relate to his/her job and medical offices in general. This is especially important in the areas of insurance coverage and claims, patient flow, scheduling, assuring correct patient information, and handling patient relations.
EVALUATION
Evaluated annually by the Team Leader or Service Line Manager with input from the Chief Operating Officer, providers, and support staff as appropriate.
QUALIFICATIONS
Successful applicants will be mature and well organized with pleasant personality and speaking voice. Since this position provides the patient or visitors first impression of our clinic, professional appearance, and warm, friendly demeanor. High school diploma or vocational school graduate with basic bookkeeping/cashiering knowledge or ability, and accurate typing skills. Position requires skills in verbal and written communication. Preference will be given to candidate with post high school secretarial and/or business courses, and/or previous medical office experience.
The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required in order to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer.
