Call Center Coordinator-Otolaryngology-FT

The Call Center Coordinator  is responsible for answering all incoming calls for the Jackson Clinic primary care physician offices which include but not limited to appointment scheduling, pre-registration, facilitating patient messages, conducting appointment reminders, and cooperatively operating with clinicians, management, and staff to ensure a team-based approach to patient care.  Greets each patient warmly, “Jackson Clinic, this is _______, how may I help you?”  Accepts all incoming calls to Jackson Clinic between 7:30am – 5:00pm.  Tracks call volumes to determine appropriate staffing at different times of day.  For urgent calls, schedules work in appointments, or directs patient to come in to the Family Medicine Center.  Updates patient demographics at each call, confirming mailing address, contact numbers, and insurance type.  Schedules continuity of care appointments for all Jackson Clinic Internal Medicine and Family Medicine physicians.  Reschedules appointments when necessary to accommodate absences or changes in physicians’ templates.  Makes appointment reminder calls for all non-specialty physician schedules 2 days in advance of appointment.  If unable to reach patient, repeats call the next day.  Documents this communication using the NextGen template/emailed spreadsheets.  Schedules work-in appointments according to the protocols set by each individual physician.  Only contacts clinical support staff when unable to accommodate the patient or when the request falls outside the scope of the regular work in protocol.   Takes messages for medical records requests using the NextGen template. Forwards requests to appropriate staff.  Fields calls from home health and hospice and send the messages to the primary clinical support staff.  Handles prescription refill requests by obtaining medication name, dosage, physician, pharmacy, and other pertinent information.  Forwards requests through NextGen directly to clinical support staff.  Receives and document all messages for the doctor or clinical staff using the NextGen template. Forwards requests directly to clinical support staff.  Contacts all patients who were no shows, finds out why they failed to keep their appointment, and attempts to reschedule the appointment for another day.  Documents all communication using the NextGen template.  Confirms all information and repeat back to caller for verification before thanking them and ending the call.

Qualifications:

High School graduate, Certified Medical Assistant from accredited program.  Previous physician office, receptionist, and/or insurance billing experience.  Excellent verbal and written communication required, telephone etiquette, customer relations’ skills, CPT and ICD-Coding. Computer literate. Electronic medical record and practice management software.  Manual dexterity and visual acuity necessary to utilize the PC and calculator.  Ability to sit for prolonged periods of time.  Verbal communication and hearing ability to communicate with patients and visitors.