What are the responsibilities and job description for the Call Center Representative position at Stillwater Medical Group?
We are currently looking for a full-time Call Center Representative to join our call center. Onsite for first 6 months with option to work from home after that.
Job Description:
The position is generally the first point of contact for a patient and is responsible for providing an excellent customer service experience. The Call Center Representative is responsible for scheduling appointments, routing patient communications, and assisting with patient questions. This position is expected to support the mission, goals and objectives of the HealthPartners organization.
- Answer incoming calls to the facility
- Greet each caller with a warm welcome and introduce yourself
- Accurately schedules patients using the Decision Tree
- Confirm arrival time, appt time, and any other applicable patient instructions
- Pre-Register patients by verifying demographics and insurance coverage utilizing the insurance grid
- Look for existing orders and link them to the appointment
- Place outgoing calls to patients from waitlist, recall, referral work queues, in-basket, reschedules, Pre-Visit Planning, and other contact requests as needed
- Receive and route incoming patient messages
- Create, update, and route telephone encounters per HP Process Standards using the appropriate dot phrase
- Relay care team messages to patients when applicable
- Monitor and route incoming Right Fax paperwork
- Completes all other duties as assigned
Required Qualifications:
- High School graduate or equivalent
- Excellent customer service skills.
- Ability to interact positively with people from various cultures and backgrounds.
- Must successfully complete all training programs during introductory period.
- Excellent verbal and written communication skills.
- Ability to work in a call center with high call volumes and multiple distractions.
- Experience in a customer service setting
Preferred Qualifications:
- 2-year degree in related studies; and/or equivalent experience.
- Minimum one year experience in a hospital or medical clinic setting or equivalent.
- Electronic Medical Record or EPIC system experience
- Knowledge of medical terminology
- Keyboarding skills
- Experience with Microsoft products, Word, Excel, Outlook, etc
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
