Essential Duties:

• Answer inbound phone calls for Methodist Healthcare Ministries’ multi-disciplinary health & wellness center locations.
• Schedule s appointments for multi-specialty healthcare providers, providers and patients; review appointment date, time, location, and provider name with caller.
• Answer telephone promptly, in a polite, and professional manner.
• Pre-Screen applicants for MHM clinic services and if applicable log applicant in pre-screen call log.
• Provide critical information to patients/clients such as cancellation/no show policy, arriving ahead of their scheduled appointment, etc.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Direct calls to various departments and/or individuals as needed.
• Assist with tracking and completing disposition of calls.
• Maintain awareness of calls on queue, length of time to answer calls and notify leadership when call volumes increase.
• Use sound judgment in handling calls, especially with upset patients.
• Use sound judgment in deciding when to escalate calls to physicians/practice manager/triage nurse.
• Make appointment reminder calls as requested.
• Make calls to reschedule appointments when necessary.
• Provide assistance with other projects as call volume permits.
Performs other duties as assigned.

Requirements:

High School Diploma or GED required. Two years Medical/Dental call center experience preferred. Two years Electronic Health Record (E.H.R.) experience required.

Competencies:

• Customer Service
• Adaptability/Flexible
• Communication Skills
• Listening Skills
• Managing Technology

Bilingual Spanish Proficiency: Bilingual in Spanish required. Must be able to speak the language with sufficient structure accuracy.

Computer Skills: Basic - able to use basic formatting, editing, printing functions, and understands the document page setup.

Travel Requirements: Up to 15 %

Physical Demands: Sedentary Work.

Work Environment: Office environment. Call center is based in a clinical practice setting. May encounter patients/clients, providers and other clinical/patient-care staff. May occasionally require evening/weekend work.