Position Summary:

Centralized Schedulers - Call Center has a goal of answering calls, resolving issues, with the goal of 90% of calls being completed in the call center (rather than being transferred) and transferring to the correct departments. Responsible for handling a high volume of customer service telephone inquiries with the highest degree of courtesy and professionalism.

Essential Functions:

1. Promptly sign into the phone queue at the beginning of the day and after lunch hour.
2. Always answer incoming telephone calls in a timely and professional manner 
3. Accurately schedule adult and pediatric patient appointments (Create a chart for new patients)
4. Verify and update patient demographics
5. Appropriately educates patients on Heart City Health Center’s (HCHC’s) policies as necessary, such as income verification requirements, No Show Policy, and accepted insurance carriers (Medicaid, Medicare, etc.)
6. Collect payments, and set up payment arrangements
7. Address urgent matters immediately when indicated
8. Transfer callers to appropriate personnel 
9. When appropriate, add a patient case to the electronic medical records system 
10. Adheres to Heart City Health Center’s policies and standards regarding HIPAA and other privacy issues
11. Other duties as assigned

Knowledge, Skills, and Abilities:

1. Experience working in a high-volume clinic call center preferred
2. Excellent communication skills; active listening as well as written and oral comprehension/communication skills; 
3. Gives full attention to what individuals are saying, understands the point being made, asks appropriate questions to understand the situation(s) better, and repeats information to ensure understanding.
4. Excellent customer service skills; actively seek ways to assist individuals within the scope of assigned duties.
5. Good computer skills; Windows, Outlook, Word, and Excel; EMR exposure helpful
6. Cultural diversity awareness and skills; respects all people regardless of race, nationality, or social standing
7. Ability to build and maintain effective working relationships with co-workers, providers, managers, patients, and vendors
8. Ability to work independently (self-motivating) and as a team member
9. Problem sensitivity skills; empathetic/understanding
10. Deductive reasoning and problem-solving skills
11. Organized and detail-oriented
12. Bilingual (English/Spanish) language skills are required

Education, Experience, and Licensure:

1. High School Diploma or equivalent (GED) required
2. 1-2 years experience in a professional office environment; medical office experience preferred

Physical Demands:

Must be able to sit for long periods of time

1. Must be able to see and hear within normal range with or without correction device(s)
2. Dexterity and hand to eye coordination as generally associated with operating office machines, computers, and telephones

Work Environment:

Professional, fast-paced office work environment