What are the responsibilities and job description for the Call Center Operator (Switch Board Operator) position at ZEPF CENTER?
Description
Zepf Center has been serving the Lucas County community for 50 years. We are the leading provider of behavioral health and substance use disorder services in Northwest Ohio. Services include adult and child psychiatric, substance abuse, case management, residential, Crisis Care, and therapy programs, as well as career development and wellness services. Zepf Center also offers primary care medical services to our patients to contribute to their continuum of care. Zepf Center is a trauma-informed agency and environment for both patients and staff.
We are currently seeking a full-time Call Center Representative to operate a telephone business system to serve our customers by taking incoming calls and determining the needs of the customer.
Essential duties of this position include but are not limited to:
- Intake representative:
o Screens callers to identify eligibility for services.
o Collects and enters demographic and insurance information in the electronic health record to create a patient chart.
o Ensures all intake information is available for/prior to the diagnostic assessment.
o Completes required paperwork in accordance with timelines and standards required by the agency, regulatory bodies and payors.
- Schedule medical appointments for patients:
o Answer telephone promptly and in a polite and professional manner.
o Obtain and enter accurate demographic information into Electronic Health System.
o Schedule appointment correctly – review appointment date, time, location, and provider name with caller.
o Inform caller of items to bring to appointment (including identification and insurance card).
o Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of organization.
- Act as a liaison for patients:
o Direct calls to other departments as needed.
o Sends communication to clinical staff.
o Use sound judgement in handling calls, especially with upset patients.
o Understanding of when to escalate calls to practice manager.
- Service patients:
o Make reminder calls as requested.
o Provide assistance with other clerical duties as call volume permits.
o Observes, receives, and otherwise obtains information from all relevant sources.
o Protects patient’ health information for confidentiality, authorized access for treatment and data security.
- Maintains, prepares and scans paper health records and electronically enters client medical information into the electronic health record.
- Acts as back up to Receptionist as needed.
- Participates in the training and staff development of new department staff; participates in agency wide projects; carries out policies and procedures of the agency; other related duties.
- Other reasonably related duties as assigned by supervisor or manager.
Generous Benefit Offerings
- No Premium High-Deductible Medical Insurance Plan with an attached Health Savings Plan featuring a generous annual employer contribution of $1,000 ($2,000 for family coverage).
- Free Telemedicine Services
- Dental Insurance with orthodontics
- Vision Coverage
- 403(b) retirement plan with immediate entry and an employer match of 3% and employer contribution of 2% at 1 year of service
- Employer Paid Life Insurance of 1x salary
- Optional Employee Supplemental Life Insurance
- Pet Insurance
- Generous Time off including Sick Leave, Vacation, Personal Time and Holiday pay (9 days)
- Tuition Reimbursement and license reimbursement
- Sanctuary Module of Care for Clients and Staff
Requirements
- High School Diploma or GED Required
- Two years experience in a similar role preferred
- Highly computer proficient
EOE/M/F/H/V
