HeartPlace PLLC - US Heart and Vascular has a Full-Time opening with benefits for Certified Medical Assistant Call Center Representatives serving HeartPlace patient after hours calls and working on clinic work during down time. These individuals will need to be available to work nights from 11:00 pm to 8:00 am with an hour break. 

A Medical Assistant call center representative takes calls from patients and customers answering questions and addressing any concerns they may have. The duties are handling inbound and outbound calls to and from patients and customers, listening to customer needs and providing helpful solutions to their requests. Performs selected nursing and administrative/clerical duties that assist in patient care. A Call Center Representative complete customer service tasks that ensure customers have the information and assistance they need and in the continuum of patient care.

 Principal Duties and Responsibilities:

• Take customer calls and provide accurate, satisfactory answers to patient inquiries and concerns.
• Receives and returns phone calls from patients and other external sources. Receives and returns portal messages.
• Provide excellent customer service and the highest quality patient care.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Takes Pharmacy phone calls, review charts and process prescription refills.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Actively demonstrates teamwork at all times.
• At all times protects the confidentiality of protected health information (PHI) of patients per HIPPA regulations; does not normally have business need for seeing PHI of employees.
• May also be responsible for insurance pre-certification, prior authorization, procedure/surgery scheduling and coordinating transfers and admissions.
• Escalates emergent patient care concerns to the appropriate entity as directed in protocols.
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies.
• Follows all OSHA and other safety guidelines.
• Maintains current CPR and Medical Assistant certification.
• Performs other duties as required.

Knowledge, Skills and Abilities:

1. High School diploma or equivalent
2. Graduation for an accredited program for Medical Assistants.
3. Current Medical Assistant Certification or must obtain within 90 days of hire date.
4. Current BCLS certification
5. Minimum one-year medical assistant experience. Cardiology practice experience preferred, but not required.
6. Strong communication skills, both written and verbal.
7. Ability to work nights, weekend, and holidays.
8. Phone skills, including familiarity with complex or multi-line phone systems.
9. Ability to find work when calls are slow.
10. Strong time management and organizational skills.
11. Exceptional customer service, interpersonal and rapport building skills.
12. Adaptability and flexibility.
13. Ability to work independently.
14. Understanding of OSHA requirements in a clinical setting.

Work Environment

1. Long periods of standing or sitting.
2. Normal range of hearing, voice, and vision to perform work and communication.
3. Repetitive use of hand and fingers (e.g use of computer keyboard).
4. Ability to travel to off-site clinics.
5. Busy, complex office environment requiring detailed, focused attention.
6. Normal office environment with minimal discomfort due to noise, temperature or dust.
7. Ability to meet physical demands of the job which include, but are not limited to: Standing, bending, pushing, pulling, lifting, transporting supplies or equipment, walking for extended periods of time, and occasionally lifting and carrying items which may weigh up to 50 pounds.

1. Vision and hearing must be within or correctable to within normal range.