Call Ctr - Patient Service Representative Contact Center

General Purpose of Unit: The Call Center is a centralized unit which exists to respond to incoming calls to a multiple site community health center. The Patient Service Representative is required to provide efficient customer service by responding to/handling incoming telephone calls. Duties and Responsibilities: 1. Answer incoming telephone calls in a fast-paced call center environment a. Schedule, cancel, and reschedule patient appointments as necessary, according to clinical protocols and department workflows, using eClinicalWorks (eCW) scheduling software b. Assess root cause of the inquiry to provide first call resolution c. Determine which calls are appropriate for referral to clinical staff d. Interact with clinical staff (i.e. Nurses, Medical Assistants, etc.) via telephone and instant messaging e. Research patient specific clinical information within the Electronic Medical Record (EMR) (i.e., related to prior visits, referrals, lab tests, diagnostic tests, etc.) f. Fax/refax test orders to testing facilities as requested g. Send electronic messages (telephone encounters) to clinical staff according to workflows Frequency: Daily 2. Mail welcome letters and appointment cards to new patients. Frequency: As required 3. Decision making a. must follow clinical protocols by asking pertinent questions to collect patient data/information b. recognize an emergent situation and triage call to appropriate clinical department Confidentiality of Information: Patient service representative has full access to patients’ Protected Health Information (PHI) and is required to adhere to all policies and procedures of confidentiality and privacy as required by HIPAA (Health Insurance Portability and Accountability Act of 1996) Competencies/Standards: Individual performance benchmarks are subject to change by management as technological, workflow or other efficiencies are realized (see addendum A) Position Qualifications 1. Required Qualifications: a. High School Diploma or G.E.D b. Strong written and verbal communication skills c. Professional telephone etiquette; ability to demonstrate and maintain professional customer service skills including empathy, patience and courtesy d. Must be able to work independently and with minimal supervision e. Must be able to perform telephone and computer tasks with appropriate speed and accuracy f. Must be able to multi-task (i.e., accurately research and document call while speaking on the telephone) g. Must be able to develop and maintain cooperative and courteous working relationships with staff throughout the organization h. Ability to analyze complex provider schedules and workflows i. Ability to meet performance standards of a fast-paced call center 2. Preferred Qualifications: a. Bi-lingual capability preferred b. Prior experience working in a medical/clinical setting c. Prior customer service experience d. Prior experience as a medical receptionist or medical assistant e. Familiarity with medical terminology Dimensions: 1. Physical Requirements: Requires sitting for 8 hours per day to perform repetitive tasks 2. Equipment Operation: Close vision (20 inches or less) is required to operate computer and telephone equipment 3. Environment: General office environment with moderate noise level Work Schedule: Patient Service Representative works 40 hours per week. This may include one evening per week and a rotating Saturday schedule which is equivalent to once per month dependent upon staffing needs