Call Center Representative

Description

Summary:  This position supports the Organization in the following manner:

• Answers phones in pleasant and professional manner and timely fashion and deals with patients’ needs expeditiously.
• Provides highest level of patient/customer service, directions, information, and overall assistance to patients allowing them to navigate all HOFHC services and locations.
• Updates patient information, advises patient to bring current picture I.D, update financial information, update sliding scale status, update insurance information, and advice patients of balance due.
• Gather and evaluate confidential patient information, including insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance
• Verify all front desk documents are current and up-to-date, and documents in quick note any missing information.
• Verify if current patient or new patient.
• Establish the center closest to the patient and the reason for the requested appointment.
• Responsible to remind patient to bring all medications and glucose, blood pressure monitor logs to appointment.
• Responsible for any rescheduling of patients appointments.
• Communicate patient concerns to clinical via Electronic Medical Records (EMR) and administrative staff via email.
• Schedule appointments and call patients to confirm appointments.

Reports to:  COO

Supervises:  N/A

Dress Requirement: Business Casual

Work Schedule:

Monday through Friday during HOFHC’s standard business hours Times are subject to change due to business necessity

Exempt        Non-Exempt    þ

Job Duties, these are considered essential to the successful performance of this position:

• Optimistically greet persons upon entry and assist them upon exit, striving to meet and exceed the expectations of patients, visitors and other staff members 
• Gather and evaluate confidential patient information, as related to insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance
• Answer the phone in a timely and efficient manner, identifying the Organization and optimistically greeting the caller
• Transfer all phone calls to the appropriate staff member
• Set appointment times in coordination with the medical staff work schedule and call patients to confirm appointments
• Consistently ensure HIPAA regulations and other federal, state and local laws and regulations pertaining to the duties of this position are observed
• Adhere to all of the Organization’s policies and procedures, especially the hazardous, health and safety procedures
• Other duties as assigned (non-essential)

Equipment Operated:

Facility Environment:

Heart of Ohio Family Health operates in multiple sites in Columbus, Ohio and surrounding areas. All facilities are a medical office environment with front-desk reception area, separate patient examination rooms, pharmacy stock room, business offices, hallways and private toilet facilities.  Both facilities ADA compliant.

This position’s primary work area is the call center area which is shared by other co-workers with similar tasks and functions.  The call center area is:

• kept at a normal working temperature and sanitized daily
• maintains standard office environment furniture with adjustable chairs
• maintains standard office equipment; i.e., computer, copier, fax machine, etc. at a normal working height
   

 Physical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:

• Mobility = ability to easily move without assistance
• Bending = occasional bending from the waist and knees
• Reaching = occasional reaching no higher than normal arm stretch
• Lifting/Carry = ability to lift and carry a normal stack of documents and/or files
• Pushing/Pulling = ability to push or pull a normal office environment

• Dexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quickly
• Hearing = ability to accurately hear and react to the normal tone of a person’s voice 
• Visual = ability to safely and accurately see and react to factors and objects in a normal setting
• Speaking = ability to pronounce words clearly to be understood by another individual

Qualifications

Job Qualifications (Experience, Knowledge, Skills and Abilities

• Experience with Electronic Health Records preferably Allscripts software system
• Prefer experience in a physician’s office, clinic, hospital business office, billing office or related area dealing with the public in collection of data and funds
• Understanding of laws and regulations impacting the registration procedure
• Ability to accurately enter data, preferably typing at a minimum of 45 wpm
• Has the ability to diffuse and handle difficult situations by using good judgment, control of emotion and diplomacy
• Demonstrates grammatically-correct verbal and written communication skills
• Demonstrates efficient and courteous telephone skills
• Demonstrates resilience, a positive attitude and the ability to work well in a fast paced, rapidly changing environment
• Ability to work in a team setting and/or with minimal supervision

Salary : $17 - $20