Call Center Operator

JOB SUMMARY

Ensures the appropriate, courteous and professional reception of all caller coming into the Center.  Carries out the duties necessary to maintain a properly functioning Center from the standpoint of patient scheduling.  Obtains pertinent patient and insurance information.  Participates in a team-based approach to care in the Patient Centered Medical Home (PCMH).  Participates in activities related to Quality Improvement.

ESSENTIAL JOB DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Answers telephones promptly, and handles calls courteously, professionally and appropriately, including scheduling of patient appointments as directed. Screens calls to determine whether they are to be directed to a GLBHC site or handled by the call center. Takes messages for physicians and staff according to protocol.
2. Verifies insurance coverage and updates patient information.
3. Initiates phone reminders to patients prior to scheduled appointment.
4. Inputs data into the computer in accordance with GLBHC protocol.
5. Responsible for following Call Center procedures and protocols.
6. Serves as liaison between the public and GLBHC’s site personnel.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

MARGINAL JOB DUTIES

1. Fills in for other staff as needed and qualified.
2. May assist with errands as assigned.
3. Performs other duties as assigned.

JOB SPECIFICATIONS

1. Education: High school graduate or equivalent. Associate degree in medical office professional (or similar field) required.  Pertinent experience   may be accepted in lieu of degree. Registered/Certified Medical Assistant preferred.
2. Licensure: N/A
3. Experience: Previous call center experience preferred. Two (2) years of previous experience in a medical office, medical billing or clinical setting preferred. 
4. Skills: Typing, filing, computer, telephone etiquette and answering skills. Critical thinking skills essential.  Ability to respond appropriately and consistently to Managerial directives.   Bilingual preferred.
5. Interpersonal Skills: Able to communicate effectively with and relate to a diverse population in a professional and courteous manner.  Flexible and able to function in a team setting.  Ability to respond appropriately to all patients.
6. Physical Effort: Must be able to sit, stand, and or walk for an entire workday. Must be able to lift, carry, push, pull, and or twist while holding up to 25 lbs. occasionally.
7. Hours of Work: Full-time or part-time; Flexible and varied. Nights and weekends as scheduled.  This position requires regular and timely attendance.  Not eligible for telecommuting.
8. Travel: Generally, not a requirement of this job.

GLBHC is an equal opportunity employer and prohibits discrimination and or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and or local laws.