Job Title: Call Center Representative

Department: Call Center

Reports to: Call Center Supervisor

Classification: Non-Exempt
Position Type/Expected Hours of Work: Full Time; Monday – Friday, 8:00am – 5:00pm

Must be in commuting proximity to Lancaster area.

General Summary: responsible for performing a variety of clerical duties, including answering phone calls, placing outbound calls to patients, and responding to emails/triage messages from physicians and/or other staff members.

Essential Job Responsibilities:

• Answer inbound telephone calls promptly, politely and in a professional manner.
• Evaluate and follow proper procedures for scheduling patients.
• Obtaining insurance and demographic information and inputs the information into the patient’s chart.
• Reviews appointment date, time, location and provider information with patient.
• Informs patient of all necessary pre-appointment information including required paperwork, arrival information and no show fee.
• Answer all patient questions accurately or refers them to the appropriate person/department.
• Follows “Triage Tree” to ensure patients are getting the proper appointment and care.
• Collaborates with other departments to resolve any patient questions and issues.
• Places outbound calls to patients to reschedule appointments, when necessary.
• Sends messages to physicians to relay patient information.
• Handles all patient interactions politely and professionally.
• Maintain confidentiality and observe all HIPAA rules governing patient confidentiality
• Cross train in other departments as needed/directed
• Handles all electronic correspondence such as referrals, appointments and patient requests.
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Education:

• High school diploma or equivalent.

Experience:

• 1 or more years of experience in a medical care field is preferred.

Performance Requirements:

Knowledge:

• Knowledge of medical terminology for interpreting physician instructions and patient needs.
• Knowledge of grammar, spelling and punctuation.
• Knowledge of confidentiality requirements related to patient information.

Skills:

• Excellent computer skills and the ability to adapt and learn new programs quickly. Skill in organizational matters, including time management, prioritization, multitasking, and problem solving.

Abilities:

• Ability to read, understand, and follow oral and written instructions.
• Ability to communicate clearly and concisely.
• Ability to establish and maintain effective working relationships with patients, physicians and other staff.

Equipment Operated:

Standard office equipment with emphasis on telephone and computer hardware/software.

Work Environment:

Medical office, well lighted, well ventilated. Rare physical contact with patients.

Physical Requirements:

Mostly sedentary. Some walking, bending, and reaching. Employee is regularly required to talk or hear.

Employee signature below constitutes employee’s understanding of the requirements essential functions and duties or the position.

___________________________________________ __________________

Employee’s Signature Date

Job Type: Full-time

Pay: From $16.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Location:

• Lancaster, PA (Required)

Work Location: Remote