Outpatient Call Center Assistant

Outpatient Call Center Assistant

Description

MAIN FUNCTION:
Handles Primary Care call center incoming and outgoing calls, call
transfers, Instant messaging providers. Assists with maintaining a
functional office work environment. The Outpatient Call Center
Assistant reports to the Director of Operations.

DUTIES AND RESPONSIBILITIES:

Client Service Duties
** 1. Answers, manages and directs incoming calls in major
primary care clinics, and is competent in basic medical terms,
terminology and their appropriate use in documentation and
scheduling.

** 2. Ability to use professional discretion to escalate calls
appropriately and follow the established guidelines and protocols
while working independently and without direct supervision.

** 3. Demonstrates proficiency with EMR and documentation of
calls.

** 4. Demonstrates familiarity with call categories of call center
calls as necessary by accurately assessing caller's needs. Recognizes
the necessity for emergency intervention (i.e.911) and immediately
takes the appropriate actions.

** 5. Answers and appropriately directs all incoming and office
telephone calls managing multiple lines and queues.

** 6. Handles incoming telephone inquiries, provider to provider
connections, emergency response contact, patient information,
primary contact for security for urgent and non-urgent situations.
Documents appropriately in EMR.

** 7. Performs scanning, sorts, and distributes mail according to
office protocol and management of fax in box.

** 8. Follows scheduling protocols/templates for multiple different
providers in one or multiple locations as well as various specialty
schedules.

** 9. Maintains absolute proficiency in computer applications
required for work function. These include but are not limited to the
Microsoft Office Suite, ECW, Soarian, and clinical information systems
of the Medical Center and Arnot Medical Services, PC.

** 10. Facilitates positive interactions between callers, Medical
Center departments and physicians' offices.

11 Schedules follow-up visits, consultations, referrals and
forwards any materials needed for appointment upon request of
providers or clinical staff.

12. Notifies patients by phone or mail with any pertinent
information as instructed by clinical staff such as appointment
changes, forms, letters etc.

13. Obtains & updates all patient demographic information
timely and accurately.

14. Is familiar with patients' rights per AOMC policy and
demonstrates awareness of HIPPA and other patient
confidentiality issues.

15. Interacts effectively with physician's office staff and outside
answering services to meet patients' needs.
16. Assists with the complaint process, including
documentation.

** 17. Maintains databases and records and assists with tracking
call center volume.

18. Performs clerical support functions as needed during
periods of low call activity.

19. Assists with the maintenance of a working office
environment, to include maintaining office supplies and
maintenance of facility and equipment.

20 Interacts effectively with other medical center departments
and personnel.

21 Provides age-appropriate communication support to address
the needs of the neonate, infant, children, adolescent, adult, and
geriatric patients.

22. Is familiar with and demonstrates continuous Performance
Improvement principles and participates in the process as
appropriate.

23. Is responsible for attending all mandatory annual
educational programs as required by the position.

24. Employee understands and demonstrates the importance
of satisfying the needs of the customer/patient by interacting with him/her in a friendly
and caring way, being attentive to the customer's needs, both psychologically and physically, and by
taking the initiative to maintain communication with the customer in order to provide a
secure and pleasant experience with the Medical Center.

25. It is understood that this lists typical duties for the
classification and is not to be considered inclusive
of all duties that may be assigned.