Medical Call Center

POSITION SUMMARY

The Call Center Attendant/Medical Clinic Receptionist provides access to health care and overall customer service to patients. This position coordinates and organizes appointments and administration to facilitate the efficient running of the medical office. This position reports to the Medical Practice Manager.  The following accountabilities, competencies, and requirements take both positions into consideration.  The Call Center Attendant may be work as a medical clinic receptionist as needed.

POSITION SCOPE

1. Financial Responsibility – Yes, Collect payment and Balance Drawer Daily as Medical Clinic Receptionist.  No, as Call Center Attendant
2. Staff/Supervision - None

PRIMARY ACCOUNTABILITIES -

1. Greets arriving patients; Answers and greets multi-line phone system, screen calls and direct/transfer to appropriate person.
2. Monitor incoming patients and visitors for security/safety of the clinic
3. Assist patients in accurately filling out registration forms this includes Patient Registration, Income verification, and HIPAA.
4. Accurately input complete patient registration and regular updating of patient registration. This includes demographics (correct spelling of names and addresses, telephone numbers) into EMR software.
5. Verify patient identity, take photo of patient and input in to EMR.
6. Input income to calculate sliding scale; Input insurance information; Scan forms, copies of income and insurance card into chart in a timely manner.
7. Check In and Check Out patients
8. Manage and schedule appointments for several providers.
9. Collect co-pay and payments on accounts; Set up payment arrangements; Count and balance drawer daily.
10. Must be dependable, demonstrate initiative and ability to make decisions and comply with instructions
11. Demonstrate a positive attitude and respond professionally to fast paced high-pressure situations and time limits
12. Ability to multitask.
13. Excellent phone, organizational and prioritizing skills.
14. Utilize multi-line phone system
15. Use of office equipment such as fax machine, copier, credit card machine, ect.
16. Ability to work overtime and travel occasionally as needed.
17. Participates in all training offered by Genesis Family Health
18. Comply with all requirements of the organization’s corporate compliance program as approved by the Board of Directors
19. Perform any other duties or responsibilities assigned by Medical Practice Manager, Clinic Manager, COO or CEO.

KEY COMPETENCIES

• Adaptability - Ability to adapt to change within the workplace.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Confidentiality - Must maintain strictest confidentiality and comply with all HIPAA regulations and policies.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
• Empathetic - Ability to appreciate and be sensitive to the feelings of others.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
• Innovative - Ability to look beyond the standard solutions.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Persistence - Ability to complete tasks or continue in a course of action in spite of opposition or discouragement.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Responsible - Ability to be held accountable or answerable for one’s conduct.
• Self-Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.
• Tolerance - Ability to work successfully with a variety of people without making judgments.
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POSITION REQUIREMENTS

• High School Diploma/GED  required
• Proficiency in English and Spanish written and oral communication required
• Previous medical office experience is highly preferred
• Previous experience managing high call volume preferred
• Current Class C driver’s license
• Occasional travel and overtime as needed

Additional Requirements

• Position requires sufficient hearing level to effectively communicate with people directly or by telephone.

• Moderate physical activity. Requires handling average-weight objects up to 15-20 pounds, assisting with patients and standing and/or walking for most of the day.
• Work involves considerable exposure to unusual elements such as extreme temperatures, unpleasant odor and/or loud noises.
• While performing the duties of this job, the employee is regularly required to maintain sufficient visual acuity to read, write and operate equipment
• Comply with all requirements of the organization’s corporate compliance program as approved by the Board of Directors
• All other duties as assigned