DHR Health - US:TX:Edinburg - Days

Summary:

The Medical Assistant in the Call Center is a key member of the Physician Practice and provides clinical/administrative expertise to ensure all patients receive high quality, efficient care through the timely and polite answering of patient questions, routing and scheduling of patient calls as they are received. These duties are delegated in relation to the individual's degree of training, in accordance with the objectives and policies of the organization and respective state laws governing such action and activities.

POSITION EDUCATION/ QUALIFICATIONS :

• High School/GED preferred.
• Certification obtained from an accredited Medical Assistant program, Required.
• BLS certification required, or must be obtained within 30 days of hire
• Excellent customer service and interpersonal skills required.
• Computer skills required with knowledge of Microsoft Office suite, and good working knowledge of Excel.
• Previous experience with an EMR preferred.
• Good written and verbal communication skills required
• Bilingual – English/Spanish.

Responsibilities:

• Promotes the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices.
• Authorize drug refills and provide prescription information to pharmacies.
• Listen to patient complaint/issue and determine if it is appropriate for answering or if it needs to be referred to the specific office staff for answering.
• Determine if calls of clinical nature can be assessed and answered or referred to the office.
• Review and analysis of test results as needed.
• Review of patient electronic medical record as needed in order to answer patient questions.
• Scheduling, canceling, and rescheduling patient appointments.
• Scheduling the correct mix of patients for the schedule as required for each practitioner.
• Confirming patient’s upcoming appointments.
• Calling and tracking missed appointments, no show and cancelled appointments.
• Answering telephone lines with the proper scripting provided, and accurately documenting messages within the EMR system.
• Forwarding telephone calls appropriately and following up on return calls.
• Escalating phone calls to the next level of management when it is noted that patients, MD office staff or others have called previously and not been helped.
• Working the fax router or taking calls in order to manage incoming referrals for referring MD offices in a timely manner.
• Copying, scanning and faxing duties as needed.
• Other duties as assigned

Other information:

JOB KNOWLEDGE/EXPERIENCE :

• Minimum of six (6) months in a clinic/hospital setting, preferred
• Minimum of six (6) months call center/customer service experience, preferred.
• Excellent customer service and interpersonal skills.
• Computer skills required with knowledge of Microsoft Office suite.
• Good written and verbal communication skills required.

LINES OF REPSONSIBILITES :

(Chain-of-command)

1. Call Center Lead 2. Call Center Manager 3. Executive Vice President Call Center Operations

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC :

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret the appropriate information needed to identify each patient’s requirement relative to his or her age.