CALL CENTER REP

Job Summary

Responsible for answering, transferring, and screening all calls in a timely manner and directing them to the appropriate destination.

Essential Functions

• Provides support to patients, including answering questions regarding patient appointments, testing and scheduled procedures via phone.
• Must comply with HIPAA confidentiality standards when accessing or communicating patient information.
• Schedules and cancels patient appointments while maintaining patient records confidentially.
• Contributes to the success of the physicians’ office practice by following all written protocols and procedures of the clinic.
• Demonstrates courtesy and helpfulness toward patients and their families while working closely with other departments to ensure smooth patient flow and decrease patient waiting time.
• Receive calls from patients or designated caregivers requesting service; determine nature and location of concern, determine priority of concern in accordance with established procedures.
• Refers patient to the portal for on-line registration to enhance patient experience.
• Communicate clearly and concisely, both orally and in writing to other staff.
• Must treat each patient as your most important priority.
• Other duties as assigned.

Skills and Abilities

• Ability to communicate clearly and possess excellent phone skills in order to establish/maintain cooperative relationships with patients, physicians, and staff.
• Efficient and effective comprehension of multi-line telephone system.
• Navigate and comprehension of computer software systems in office setting, prefer 50wpm typing skill.
• Must maintain knowledge of clinic policies and procedures and medical terminology as related to the job.
• Able to work with the current software used in the contact center.

Standard Qualifications

Education: High school diploma or equivalent.

Experience: Minimum of two years’ experience in telephone operations with emphasis in appointment scheduling, preferably in health care setting.

Physical / Mental Demands

• Primarily office setting with minimal exposure to communicable diseases.
• Ability to reach and pull at least 30lbs.
• Able to reach over the head to reach stored documentation.
• Must be able to view computer screens for long periods. Able to handle stress related to workload and customer/patient problems.
• Requires use of computer equipment, work requires ability to walk, sit stand, use hands and fingers, reach with hands and arms, stoop, kneel or crouch.

Environmental/Working Conditions

• Standing, sitting for up to 8 or more hours/day while doing computer input and responding to phone questions. Work requiring moderate speed and high degree of accuracy and consistency.
• Manual dexterity using computer keyboard. Must be able to view computer screens for long periods and hear at normal level.
• Medium low level of exposure to communicable illnesses like the flu
• Performs complex tasks requiring independent knowledge and its application to non-routine situations. Occasional stress related to dealing with dissatisfied patients and/or emergency situations.
• This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may evolve as needs change.

This description is intended to provide guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may evolve as needs change. The job holder must demonstrate current competencies applicable to the job position. South Bend Orthopedics (SBO) has the right to revise this position description at any time. This position description is not a contract of employment and does not alter the employee’s at-will employment status.