Call Center Liaison

Job Summary: To assist patients and providers by providing a broad range of clinical and administrative functions to the clinic.

Essential Functions:

• Acting as a Liaison between Call Center and Marillac staff.

• Transfer Calls and Messages to personnel within a specific Department.

• Communicating with CallCenter on Provider Outages/ Clinic Closures.

• Working on inbound/ outbound calls.

• Auditing Daily, Weekly and Monthly Schedules and keeping Call Center informed about callouts and resource allocation.

• Addresses issues with specific ROIs and consents.

• Participating in weekly meetings pertaining to Call Center and assisting in identifying and troubleshooting specific issues.

• Ready the exam room with the appropriate equipment before patient visits. Set up all procedures and assist the provider during the patient visit as needed.

• Room patients, prepare them for the provider, and discharge them as per written protocol.

• Per provider order and/or standing orders, perform POC (Point of Care) tests.

• Perform venipuncture for blood collection.

• Administer and chart subcutaneous (SC), intramuscular (IM), or intradermal (ID) injections and/or vaccinations, and medications per provider order or standing orders.

• Maintain required education for and working knowledge of VFC (Vaccines for Children) or other vaccination programs clinic participates in.

• Set up patient oxygen and administer O2 to patient via appropriate delivery and perform 3-point testing for oxygen recertification.

• Keep assigned rooms cleaned after each patient and stocked appropriately and assist with maintenance of inventory as assigned.

• Manage prescription refill requests.

• Follow up on prescriptions, lab orders, and testing

• Pre-visit plan for upcoming scheduled days.

• Makes appointments for patients as needed.

• Maintain quality of care.

• Participation in clinic quality improvement plans

• Assists in orienting new medical assistant team members to clinic protocols and workflows.

• Perform other duties as assigned.

Competencies:

• Good Proficiency and navigation PC application included but not limited to MicroSoft suite of products and EMR systems

• Ability to multitask while actively listening

• Excellent keyboarding skills

• Proper phone etiquette and articulate speech

• Effective communication skills and the ability to build rapport with the patients, outside professionals and staff

• Ability to work in a PCHM team model of care

Required Education/Experience:

• High School Diploma

• 1 years customer service

• Medical Terminology

Preferred Education/ Experience:

• Completion of a Certified Medical Assistant Program

• 1 of medical work experience

• 3 years of general inbound call center experience

• Medical terminology knowledge

• Bilingual in Spanish

Additional Eligibility: Must be current or willing to be vaccinated for the following

• TDAP (up to date booster)

• MMR series

• Varicella

• HEP B series

• Flu Shot

• TB Screening