What are the responsibilities and job description for the Call Center Representative position at Eisenhower Medical Center?
- Job Objective: A brief overview of the position.
- This position is responsible to determine the caller's needs and fulfills those needs through program registration and/or physician referral, and through interactions with other departments. Schedules all clinic appointments except HMO and workers comp patients
- Reports to
- Manager - Patient Access/Director
- Supervises
- N/A
- Ages of Patients
- N/A
- Blood Borne Pathogens
- Minimal/ No Potential
- Qualifications
- Education
- Required: High School Diploma or GED Equivalent if hired after July 19, 2021
- Preferred: Medical Career Courses
- Licensure/Certification
- N/A
- Experience
- Preferred: Medical Office or Surgery Scheduling Experience, Good EMR experience
- Education
- Essential Responsibilities
- Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and reports suspected violations.
- Answers incoming calls and establishes a positive first impression with patients and physicians, in accordance with system telephone standards.
- Determines where call needs to be forwarded and makes disposition of all calls that arrive at the practice.
- Communicates with clinical staff for direction of calls with concerns or questions.
- Completes outbound calls to determine actions to be taken, evaluates and recommends additional referrals or actions.
- Documents call appropriately on EHR.
- Acts as resource for information and guidance regarding services to patients and families as needed.
- Maintains and updates patient demographic information accurately to computer database, utilizing call center database.
- Schedules appointments for new and return patients for all assigned providers.
- Reschedules appointments as needed/requested.
- Takes messages from physician line and returns calls or redirects as needed.
- Performs other duties as assigned.
