Call Center Specialist

JOB TITLE: Call Center Specialist

**4 DAY WORK WEEK

**COMPETITIVE BENEFITS PACKAGE

**FREE PARKING

GENERAL STATEMENT OF DUTIES

Answers all incoming calls for Wheaton, Chevy Chase, DC, Shady Grove, Frederick, Fairfax and OAC, schedules appointments, performs schedule confirmations and tasks scheduling messages to doctors and triage nurses.

SUPERVISION RECEIVED: Reports directly to Call Center and Director of Clinical Practice

SUPERVISION EXERCISED: None

Location: Wheaton, MD

Cell Phone Required

TYPICAL PHYSICAL DEMANDS

Requires prolonged sitting. Assistants. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine and postage meter. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced.

TYPICAL WORKING CONDITIONS

Work is performed in the call center. Work may be stressful at times. Call volume may be heavy at times. Interaction with patients, with people who are ill, their families, and other medical groups and vendors.

EXAMPLES OF DUTIES: (This list may not include all duties assigned.)

• Answers telephone for Wheaton, Chevy Chase, DC, Shady Grove, Olney, Frederick, Fairfax and OAC, screens calls, takes messages and provides information in a timely manner
• Warm transfers calls to the appropriate department or staff member
• Schedules appointments according to scheduling specifications for each physician
• Verify new patients benefits and eligibility when Eligibility department is short staff or not available
• Keeps physicians schedule full
• Handles outside physicians calls as follows: The ARA physician is contacted Physician is given patients name and other pertinent information if is regarding an existing patient

CALL CENTER SPECIALIST

EXAMPLES OF DUTIES (cont.):

• Informs the reception desks with cancellations/add-ons/ or patients running late
• Enrolls and aids patients with patient portal registration and navigation
• Backs up the triage nurses with sending task when no one is available;
• Assist offices managers when needed with the patient waitlist
• Assist office managers when needed with rescheduling patients that need to be moved because doctor has closed or changed the schedule
• Runs error reports to capture and correct any scheduling errors
• Performs other related work as required
• Other Duties as Assigned: The assignment of duties to employees is not limited to the content of this job description. Other tasks and assignments may be related to the work usually assigned to the employee, but in some circumstances may be completely unrelated.

PERFORMANCE REQUIREMENTS: Knowledge, Skills and Abilities

• Skill in greeting patients by answering the telephone in a pleasant and helpful manner
• Ability to speak clearly and concisely
• Ability to read, understand, communicate and follow oral and written instructions. Knowledge of grammar, spelling and punctuation
• Skill in operating a computer, typewriter, photocopier, fax machine and postage meter. Excellent interpersonal skills
• Ability to establish and maintain effective working relationships with patients, employees, physicians, and the public
• Ability to work in a fast paced, stressful environment
• Ability to perform more than one task at a time at a fast pace and accurately
• Detail oriented

COMPLIANCE:

• Obtains proper signatures before releasing records.
• Follows HIPAA regulations for maintaining patient confidentiality and the handling

of medical information.

• Demonstrates a strong commitment to honest and responsible corporate conduct.
• Identifies, reports and /or prevents any fraudulent or unethical behavior is

observed within the organization.

• Initiates notification to management if inappropriate behavior is observed within

HIPPA- Minimum Necessary Access to PHI

The responsibilities associated with this position allow access to the computer role Call Center Specialist

We are committed to enforcing minimum necessary access to our patients PHI by

limiting the uses and disclosures of this information within our practice. In order for this employee to carry out his/her (carry out TPO) in a manner that best serves our patients, the employee needs access to the afore mentioned computer role. Role descriptions are the explicitly defined in our HIPPA manual.

Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.

Education:

High School Diploma or GED

Experience:

• Customer Service Experience in Health Care or Physicians office
• One-year medical office experience as a medical receptionist.
• Computer experience required.

Disclaimer:

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.