What are the responsibilities and job description for the Call Center Representative position at Capital Area Health Network?
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
EDUCATION AND EXPERIENCE
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.
