What are the responsibilities and job description for the Call Center Representative position at Carolina Health Specialists?
Patient Services Representative needed for our busy multi-specialty medical practice call center in Myrtle Beach. Must have excellent customer service and computer skills. Excellent pay and benefits, including medical, dental, vision, short-term disability, life insurance, and 401k. Hours are Monday - Thursdays 745am - 515pm and Fridays 8am-12pm. Half days on Fridays and no weekends!!!
GENERAL SUMMARY OF DUTIES : Receives incoming telephone calls from patients or others and schedules appointments, directs calls to the appropriate person, opens cases as needed to communicate with providers and offices, sends emails to patients regarding new patient appointments, physicals and annual wellness visits.
SUPERVISION RECEIVED : Reports to CBO Team Lead and / or Business Services Director.
SUPERVISION EXERCISED : None
TYPICAL PHYSICAL DEMANDS : Requires sitting for long periods of time and working in an office environment. Some bending and stretching required. Working with telephone and computer required. Manual dexterity required for use of mouse and computer keyboard.
TYPICAL WORKING CONDITIONS : Normal office environment.
EXAMPLES OF DUTIES :
- Accepts incoming calls in an expedient manner while providing the highest level of customer service.
- Always answers telephone in a pleasant and professional manner using proper telephone answering technique outlined by HR P& P.
- Schedules or reschedules patient appointments correctly for each physician as outlined in their protocols using scheduling overlay program (currently Dash) according to standards.
- Maintains and updates current information on patient accounts.
- Works call sheet from answering service on a rotating basis.
- Works patient cases open to call center from Athena and the patient portal on a rotating basis.
- Works voice messaging system (Connect-On-Call) on rotating basis.
- Monitors and handles chats on CHS website on rotating basis.
- Opens cases in Athena to provider staff involving questions from incoming calls.
- Recognizes problem areas immediately and brings them to the attention of the manager.
- Routes appropriate patients in 'collection status' to the collection department prior to making appointment.
- Properly screens calls prior to transferring according to set protocol.
- Participates in educational activities
- Maintains strictest confidentiality abiding by HIPAA regulations.
- Performs related work as required.
PERFORMANCE STANDARDS :
14 or more calls / hour - Excellent
12 - 13 calls / hour - Very Good
10-11 calls / hour- Satisfactory
9 or less calls / hour - Needs Improvement
81% or higher- Excellent
76% - 80% - Very Good
70% - 75% - Satisfactory
69% or less - Needs Improvement
0-3 complaints- Excellent
4 complaints - Satisfactory
5 or more complaints - Needs Improvement
JOB REQUIREMENTS :
KNOWLEDGE, SKILLS AND ABILITIES :
EDUCATION : High school diploma or GED
EXPERIENCE : One year of administrative medical office experience and terminology as well as 1 year of customer service is required. Experience in a call center, switchboard board, and / or high-volume call setting is preferred.
CERTIFICATE / LICENSE : None.
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as need evolves.
