Description

JOB SUMMARY:

Applicant must possess a High School diploma or equivalent. Medical reception or patient scheduling experience with knowledge of Electronic Health Record System Preferred. The Call Center Representative role is to schedule patients’ appointments, tests and procedures; answer all patient questions; answer all incoming calls in a timely manner; direct the caller to the appropriate destination; provide smooth, clear and professional communication; be willing to work closely with patients, providers, nursing, receptionists, and other health care staff. The Call Center Representative must be professional, detail-oriented, have exceptional phone skills and be able to handle a very fast-paced environment. Must be able to work with the Indian Community, and be sensitive to the Indian Culture and its needs.

MAJOR DUTIES AND RESPONSIBILITIES:

• Manage incoming calls for patient appointments per set guidelines
• Respond to calls, emails and patient portal inquiries from internal and external sources
• Assist with follow up and rescheduling of cancelled or missed appointments
• Manage patient call lists
• Manage and contact patients to give pertinent information about upcoming appointments, changes to schedule, or cancelations
• Communicate scheduling matters with other staff and departments
• Tend to department receptionist calls or cover their station and duties as needed
• Ensure HIPAA compliance at all times
• Escalate issues to supervisor for resolution, as deemed necessary.
• Attend required in-services and meetings
• Perform all other duties and tasks as assigned by supervisor

MINIMUM QUALIFICATIONS:

Education:

High School diploma or equivalent.

Experience:

Experience with Electronic Health Record System, Preferred.

Medical reception or patient scheduling experience, Preferred.

Must be willing to be trained in using Electronic Health Record System such as: scheduling, patient registration, patient monitoring, and data entry.

Customer Service experience.

Skills

Basic clerical, must have clear and effective written and oral communication skills, empathetic phone etiquette.

Must be able to problem solve and manage difficult cases appropriately and in a professional manner.

Scheduling patients electronically, HIPAA guidelines, electronic health record system.

Ability To:

Maintain strict confidentiality, security and safety of health records and information provided at all times; functions as a member of the Quality Improvement team; possess the ability to communicate clearly and effectively with patients, providers, nursing, RN/Site Manager and other department staff. Attitude reflects professionalism and respect for other’s rights and responsibilities.

Must be able to work with the Indian Community and be sensitive to the Indian culture and its needs.

Physical Demands:

Assignments will be carried out in a healthcare setting with the potential for exposure to contagious diseases.

There is potential for exposure to unpleasant situations, complaints or incidents. Standing and sitting are frequent for long periods of time. Some walking and lifting is required.

Clinic Location:

San Manuel Indian Health Clinic (11980 Mt. Vernon Ave. Grand Terrance Ca, 92313)