What are the responsibilities and job description for the Call Center Representative position at COMMUNITY CLINIC OF MAUI, INC. dba Malama I Ke Ola?
PRIMARY FUNCTION:
The Call Center Representative answers and places telephone calls, including patient calls, listens to their concerns and inquiries, responds to questions within job scope, schedules/reschedules patients, directs/transfers calls to appropriate staff members, and makes certain that everyone quickly receives the help they need. Maintains confidential patient medical records and appointment schedule using an electronic medical record (EMR) database, EPIC. Participates in multi-disciplinary primary care team to support the patient care process and facilitate the patient experience
Join the Malama I Ke Ola Health Center, Team!
- Team-Based Work Environment
- 90 Day Introductory Period
- Awesome benefits
- Medical, Dental, Vision, life insurance, short & long-term disability, and 403(b) Retirement Plan, FSA, and other voluntary benefits—primarily paid by the employer.
- Generous paid time off: Vacation, Holiday and Sick Benefits
- Friendly and supportive work environment
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Ensures that the privacy of all patient medical information in accordance to HIPAA regulations and company policies and procedures.
- Answers all incoming telephone calls in a professional manner at all times.
- Ensures that all calls are handled in an expedited and efficient manner accurately and courteously.
- Ensures use of professional language and grammar, avoiding slang and lingo.
- Maintains an upbeat tone of voice when responding to customers throughout the entire call.
- Schedule appointments based on availability and continuity of care, verifies insurance information, update demographics, and informs patients of necessary documentation for health center visits.
- Informs and provides basic information regarding Malama I Ke Ola Health Center, directions and all available services.
- Assesses/troubleshoots caller needs and transfers calls to the appropriate staff within the department as needed.
- Call patients to confirm appointments a week before and the day of, and advise the patient to check in 20 or 30 minutes before the appointment/s.
- Conveys ownership of the call and offers appropriate options for resolution to reduce call backs from the patients/caller/s.
- Utilizes established policies and procedures for scheduling, transferring, verifying insurance, and escalating calls.
- Appropriately documents all interactions and activities relevant to the call
- Reports all telephone systems and computer problems immediately to the HIT Manager or IT Support
- Maintains a professional customer service focus at all times.
- Documents patient’s complaints and reports all incidents to the HIT Manager in a timely manner.
- Attends all training and in-service meetings
- Compliance with Employee Health Services.
- Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.
- Check patient portal Front Desk inbox and update patient's demographics as needed.
- Performs other related duties as assigned.
Qualifications
- High School diploma or equivalency
- Knowledge of medical terminology highly preferred.
- At least two (2) years’ experience in customer service with at least one (1) year of experience in a call center or medical office environment.
- Must have excellent verbal communication skills.
- Ability to handle a "Call Center" team environment: work quickly and multi-task.
- TB clearance within previous 12 months required