What are the responsibilities and job description for the Call Center Specialist position at Pulmonary Associates of Richmond, Inc.?
The Company: Pulmonary Associates of Richmond (PAR) has been around since 1974. That's 50 years of serving the greater Richmond community. We specialize in pulmonary medicine, sleep disorders and research. Our staff cares about our patients and delivers the utmost excellence in quality care and customer service.
The Position: PAR is seeking an enthusiastic Call Center Specialists to work in the call center answering all incoming phone calls for the practice. This position is the first point of contact for patients, family members, referring to physicians and their staff, hospital staff, and other members of the community. Employees will work a set shift as determined by the supervisor.
This is a remote position in Virginia. The selected candidate will be required to make occasional trips to the PAR office.
Job responsibilities for the Call Center Specialist:
- Answer incoming calls promptly and while demonstrating excellent customer service skills.
- Listen and ask probing questions to determine the reason for the call and then handle the call accordingly.
- Schedule patient appointments for pulmonary and sleep
- Obtain and enter accurate demographic information into Allscripts.
- Schedule appointment according to current policies
- Inform caller of arrival time, items to bring to appointment, cancellation policy, etc.
- Disseminate patient questions and refills requests via EMR to the MA/provider.
- Provide basic information, guidance, and instructions to callers.
- Distribute consultations and enter MD Coder.
- Complete appointment requests are made online.
- Gather patient records for local hospital systems (Bon Secours and HCA)
- Assist with patient rescheduling as needed.
- Assist with EMR indexing of incoming documents when/if needed.
- Assist with EMR output queue when/if needed.
- Assist with scheduling faxed and electronic new patient referrals.
- Adhere to Pulmonary Associates’ standards of excellent customer service to patients, caregivers, providers, coworkers, and those outside of Pulmonary Associates always.
- Adhere to HIPAA policies and procedures to protect patient privacy and security.
- Perform other duties as assigned by provider, supervisor, or member of Administration.
Qualifications for the Call Center Specialist:
Education: High School Diploma or equivalent Experience: One year experience in a call center environment and/ or in a medical practice is preferred.
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending accounts
- Employee referral program
- Health insurance
- Critical Illness
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
- WEEKLY PAY and more!
Physical / Mental Demands:
- Sitting for long periods of time as well as occasional standing and walking.
- Manual dexterity for using a computer keyboard and office machines.
- Ability to view computer screens for long periods.
- Occasional stress related to workload and physician / patient demands.
Pulmonary Associates of Richmond is an Equal Opportunity Employer.