Nature of Duties:

Operates a multi-line switchboard for the assigned CIS location by answering and accurately directing incoming calls in a timely manner. Schedules patients appropriately according to clinic guidelines and templates set up accurately in practice management software.

Qualifications:

1. High school diploma preferred.
2. Some experience with a multi-line switchboard preferred.
3. Good communication Skills.

Specific Duties:

1. Answers an average of 100-150 incoming calls on a multi-phone line system.
2. Takes messages correctly and routes calls to appropriate person.
3. Schedules patient appointments including physician follow-ups, diagnostics, and labs accurately according to clinic guidelines.
4. Properly identifies subject line for messages by obtaining all pertinent information needed and routes to the appropriate team in the medical record.
5. Performs appropriate and accurate documentation in the medical record.
6. Meets performance and productivity metrics as outlined by administration.
   For example, Goals:
   a. Answering 85% calls in less than 30 seconds
   b. Abandonment rate less than 10%
   c. 150 calls per day, maintain ready status to receive calls 85% of day.
7. Performs other related duties as assigned and serves in whatever other capacity deemed necessary for successful completion of the mission and goals of CIS and in concordance with its patient philosophy.

Standards of Performance:

1. Keeps work area neat and organized. Reports safety issues to team leader immediately.
2. Works efficiently and manages time wisely. Assist other employees when all duties are complete.
3. Communicates any problems, difficulties or concerns regarding job duties to the team leader.
4. Performs all duties without significant error occurring with any regularity.
5. Meets all deadlines and timeframes for completion of assignments.
6. Represents CIS in a professional manner at all times. Demonstrates acceptable ability to interact with physicians, staff (“internal customers”) and “external customers” (patients, family members, insurance companies, home health etc.) on a professional level at all times. Exhibits good communication skills with physicians, patients, team leaders, and co-workers at all times.
7. Exhibits whenever possible a harmonious relationship with other CIS employees in order to accomplish the duties and responsibilities of the position. While perfect harmonious relationships with all employees is sometimes not achievable, not more than an occasional complaint should be received by the team leader about the incumbent of this position.
8. The employee shall work and relate cooperatively with all other employees (internal customers) of CIS to assure optimum care for the patients of CIS and to achieve standards of care set forth by the CIS medical staff.
9. Adheres to the CIS Compliance Plan as it pertains to the above specific job duties. Uses best efforts to maintain compliance by following the CIS Corporate Compliance Plan, attending CIS compliance education, following medical documentation guidelines, and communicating concerns regarding compliance issues.
10. Performs accurate and complete documentation in the patient’s medical record, when applicable. This includes documentation in both the paper record and the electronic medical record (EMR).
11. Work with the electronic medical record (EMR) staff to maintain quality and work towards future EMR development.
12. Maintains patient confidentiality according to the HIPAA standards of privacy and security.