Clinical Account Representative

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth. Here is what we offer: Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support Work-Life Balance: PTO, paid holidays, flexible work arrangements Financial Wellness: Competitive salary, 403(b) with company match Professional Development: Ongoing training, tuition reimbursement, and career advancement paths Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture Join Howard University and thrive with us! https://hr.howard.edu/benefits-wellness BASIC FUNCTION: The Clinical Account Rep I position provides the first point of contact to customers. providers, staff, Howard University Faculty Practice Plan, Howard University Hospital, and Other affiliates. This position supports Howard University Faculty Practice appointment lines for each medical practice and provider. Answer inbound calls through an automatic call distribution system in a pleasant and professional manner. NATURE AND SCOPE: The Clinical Account Rep I manages calls in a professional, systematic, and organized manner; delivers prepared call handling scripts during the call handling process. Identifies the needs of the caller and directs or tasks call requests in a timely and efficient manner. Promotes an emphasis on customer service and focuses on 100% customer satisfaction at all times. Projects a positive, helpful attitude while being an active listener; complies with standards regarding training and professional development. Must be comfortable being monitored for their level of efficiency, accuracy, and customer satisfaction. Displays a strong commitment to delivering excellent customer service when handling calls. PRINCIPAL ACCOUNTABILITIES: Schedule appointments for patients and manage large amounts of inbound calls in a timely manner Answer telephone promptly and in a polite and professional manner and follow communication script when handling different call types. Obtain and enter accurate demographic information into Allscripts (address, telephone number, name of insurance or self-pay status) Schedule appointment correctly - review appointment date, time, location, and provider name with caller. Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and copay - if applicable) Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork. Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization. Identify callers’ needs, clarify information, research every issue, and provide solutions and/or alternatives. Meet Quality Assurance Requirements and other key performance metrics. Excellent organizational skills, ability to multitask, set priorities, and manage time effectively Performs other duties as assigned CORE COMPETENCIES: Have strong interpersonal skills; verbal and written communication skills, be organized, able to problem solve, and have a strong sense of the importance of their function Excellent Communication skills, strong phone skills, and verbal communication skills along with active listening skills Knowledge of Call Routing and familiar with the call monitoring process and practices Demonstrate successful performance in a high volume Call Center environment. Meet Quality Assurance requirements and other key performance metrics. Excellent organizational skills, ability to multitask, set priorities, and manage time effectively. Customer focus and adaptability to different personality types Excellent organizational skills, ability to multitask, set priorities, and manage time effectively Pays attention to detail and uses good judgment Demonstrates resilience, self-motivation, and a strong drive for success, both personally and professionally Demonstrates teamwork in a high volume Call Center environment. Demonstrates stress tolerance and adaptability to different personality types. MINIMUM REQUIREMENTS: High School Diploma or equivalent One (1) year of working experience in a high-volume call center environment and good typing skills Minimum of one year’s experience and knowledge of Scheduling, Registration, and Call Handling Process Experience utilizing Allscripts or other web-based computerized appointment scheduling system for medical professional service Knowledge of medical terminology Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form Ability to operate a computer, photocopier, and other standard office equipment. Ability to establish and maintain effective working relationships with patients, management, staff, providers, and the public Ability to communicate orally and in writing as well as ability to speak clearly and concisely Ability to plan, organize, coordinate, and prioritize work daily Compliance Salary Range Disclosure Expected Pay Range: $18.65 - $20.52 Howard University is a comprehensive, research-oriented, historically Black private university providing an educational experience of exceptional quality to students of high academic potential with particular emphasis upon the provision of educational opportunities to promising Black students. Further, the University is dedicated to attracting and sustaining a cadre of faculty who are, through their teaching and research, committed to the development of distinguished and compassionate graduates and to the quest for solutions to human and social problems in the United States and throughout the world. Howard University does not discriminate on the basis of race, color, national and ethnic origin, sex,sexual orientation,gender or gender identity, marital status, religion, disability or protected veterans status. Veterans and people with disabilities are encouraged to apply. Inquiries regarding provisions for persons with disabilities or veterans status, Equal Employment Opportunity and Title IX should be directed to the Office of Employee Relations and Equal Employment Opportunity at 202-806-1280. This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The university has the right to revise this position description at any time. This position description is not be construed as a contract for employment.

Salary : $19 - $21