What are the responsibilities and job description for the Call Center Representative position at Jewish Renaissance Medical Center?
Overview
The incumbent in this position in the Call Center provides clerical functions such as answering incoming telephone calls, scheduling appointments, taking messages, and other administrative supportive duties as assigned. All employees of CJMC are responsible to perform their job practicing good risk management, quality assurance, and delivering excellent internal and external customer service in a professional and courteous manner.
Employee needed for our Newark location.
Responsibilities
- Taking accurate phone note messages for providers within the Internal Medicine Department.
- Addressing Prescription Refill Requests according to JRMC policy and procedure.
- Schedule appointments for patients.
- Answer telephone promptly and in a polite and professional manner.
- Obtain and enter accurate demographic information into EHR system (address, telephone number, name of insurance or self-pay status).
- Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
- Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
- Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
- Remind caller of cancellation/no-show policy.
- Answer questions and offer other information, as requested, to provide patient-focused
- Act as a liaison for the patients and the Health Center
- Direct calls to other departments as needed.
- Use sound judgment in handling calls, especially with upset patients.
- Understanding of when to escalate calls to physicians/practice manager/triage nurse.
- Service patients
- Make reminder calls as requested.
- Make calls to reschedule appointments when necessary.
- Other duties as assigned
Qualifications
- Two to three years related work experience and/or training; or equivalent combination of education and experience.
- Ability to read and interpret clinical documents such as patient charts, phone notes, and reports.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
- Spanish Speaking
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Communication skills - ability to interact with patients and staff in a professional and courteous manner.
- Data input skills - ability to input on a computer terminal in an accurate and efficient manner
We are an Equal Opportunity Employer
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
- Life insurance
- Paid time off
- 401 k