What are the responsibilities and job description for the Medical Contact Center Representative position at Animal Emergency and Referral Center of Minnesota?
The Contact Center Triage serves as a patient advocate through triage, communication, and education of the client. They are an extension of the treatment technician and doctor regarding client interaction. Additionally, the Contact Center Triage is expected to promote professional growth through education and learning opportunities. This person will work out of the Blue building in Oakdale. This position reports directly to the Contact Center STM.
Essential Duties and Responsibilities
The following is a list of job responsibilities for the Contact Center Triage. This list is not all-inclusive and may be broadened or changed to meet our changing business environment:
The following is a list of job responsibilities for the Contact Center Triage. This list is not all-inclusive and may be broadened or changed to meet our changing business environment:
- Function as a liaison for the client with the clinicians and technical team
- Demonstrate intelligence and skill to answer and triage medical phone calls, speak with clients, review medical plans, take deposits, discharge patients, provide patient updates, and educate clients regarding medical procedures, diagnostics, and medications
- Process general information calls by answering questions, taking complete messages, and/or redirecting calls to the appropriate department
- Problem-solve challenging calls and conversations
- Assist the Veterinary Technician – ER/ICU Triage team with performance of medical plans, discharges, or any other triage/client-service-related task over the phone
- Obtain approval for initial diagnostics and treatments as directed by a Doctor of Veterinary Medicine (DVM)
- Reduce client anxiety wherever possible by explaining ER processes and troubleshooting issues related to client service, service failures, or other problems, including e escalation when appropriate
- Discuss and assist clients with completing financial payment options
- Assist in finalizing medical records and distributing to clients and referring veterinarians
- Assist other departments as requested (including front desk)
- Enter medical and client data into Electronic Medical Records (EMR) software system(s) efficiently and correctly
- Receive and process items from referring community such as radiographs, lab work, and medical records
- Assisting CSR and CCR with medical questions including triaging, medication, and general animal care questions
- Maintain cleanliness of Contact Center including desk space, garbage, floors, and any other areas needing attention
- Other tasks as directed
Physical Requirements
- Prolonged exposure to phone use, computers, sitting, and typing.
- Endure exposure to controlled, chemo-therapeutic, teratogenic, and mutagenic drugs or gases
- Exposure to radiation from various sources
- Exposure to high noise levels
Required
- Six months of clinical practice experience in a medical establishment
- Two years of client service, customer support, or related field experience required
- Outstanding communication skills in a high-stress environment
- Computer proficient: Microsoft Office 365, EMR software, typing skills
- Able to prioritize and delegate responsibilities as needed.
- Dedicated to the leadership, elevation, and success of both the team and AERC
Preferred
- A.A.S. or B.S. Degree in Veterinary Technology from an AVMA accredited school strongly preferred
- Current certification, license, or registration as a Veterinary Technician preferred
- One year of clinical practice experience if credentialled strongly preferred
- Four years of clinical practice experience if not credentialed strongly preferred