Call Center Representative

JOB SUMMARY:

The Call Center Representative is an integral team member of the health center who serves as an introductory staff member to the clinic. They participate in the delivery of excellent medical services in a patient centered medical home environment with an emphasis on the prevention of disease to deliver high quality care to patients. The Call Center Representative answers incoming phone calls, directing callers to the correct department, answering questions, scheduling appointments, verifying insurance coverage, and providing patient instructions prior to their appointment. They serve by verifying the patient’s identity, obtaining the reason for the visit (chief complaint(s)), and update the Medical Records System (EMR) as necessary).

DUTIES AND RESPONSIBILITIES:

Administrative Duties

• Always Maintains a courteous and professional demeanor; greets individuals and patients as they enter and exit the clinic
• Verifies patient identity, medical insurance, informs patient of Sliding Fee Scale via phone
• Reminds patients of upcoming appointments, follow-up visits, and referrals as applicable
• Manage and resolve patient complaints
• Identify and escalate issues to supervisors
• Always maintains and ensures patient confidentiality
• Updates Electronic Medical Record system as needed (scheduling/rescheduling appointments, collection and recording patient co-pays, checking billing notes, collecting fees for service, updating insurance information, entering patient registration information, etc.)
• Provides accurate and detailed phone messages to providers and staff by documenting all interactions in EMR
• Screens all incoming phone calls addressing questions and transferring calls as needed
• Return missed patient calls
• Assist other departments in proactive scheduling calls to patients
• Maintains a safe, secure, and healthy work environment by establishing and following standards and procedures; comply with legal regulations
• Ensures front office, call center, and clinic policies and procedures (as applicable) are always followed
• Updates job knowledge by participating in educational opportunities; reading professional publications
• Attends and actively participates in staff meetings
• Performs all other duties as assigned

Other Duties:

• Promotes and demonstrates Hope values of: Gospel motivation, Prayer, Excellence, Stewardship, Patience, Thankfulness, Humility, Service, Dignity through Relationship and Hospitality and Joy
• Always maintains a courteous and professional demeanor.
• Always maintains the confidentiality of Hope Christian Health Center finances and patient-related information.
• Performs all other duties as assigned
• Uphold Complies with HIPAA and protects patient information.
• The Call Center Representative ensures compliance with all 19 Health Resources and Services Administration (HRSA) Health Center Program Requirements.
• The Call Center Representative is also expected to actively participate in and support quality improvement activities and the clinical practice team efforts emphasizing the importance of the individual patient and putting the patient’s needs first.

Qualifications:

• Fluency in English and Spanish - required

Education Required:

• High School Diploma or equivalent. – required
• At least 1 (one) year of call center experience (including scheduling and insurance verification) in a medical clinic or facility. – preferred

KEY COMPETENCIES FOR SUCCESS:

• Faith to believe that Hope is a ministry of God, exemplifying the love of Christ, and held and directed by the Holy Spirit.
• Knowledge of CPT and ICD-10-CM coding
• Ability to operate general office machinery (computers, calculators, copy/fax machine, telephones, etc.)
• Outstanding ability to build interpersonal relationships at all levels.
• Excellent communication skills, both written and verbal.
• Demonstrated passion for community health care.
• Proven leadership, teambuilding, and organizational skills.
• Proven ability to maintain integrity in a fast paced and high-demand environment.
• Proven ability to manage performance goals.
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles; ability to understand and respond appropriately, effectively, and sensitively to special populations

TYPICAL PHYSICAL DEMANDS:

Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, pulling and lifting and/or moving up to 25 pounds. Frequent sitting. Manual dexterity. Good reading eyesight and vision for close work. Ability to communicate by speaking and hearing in person or on the phone. Ability to travel to various locations.