Job Summary: Screens and schedules patient appointments, creates and routes patient messages. Serves as liaison between patient and medical support staff. Performs related clerical duties.

Essential Functions:

• Answer telephones promptly and cordially, following the department scripting and protocol.
• Take messages and relay information to the nursing staff or physician, or make appointments as indicated by the circumstances and medical office policy.
• Cancel and reschedule appointments as directed by the template detail clerk or team leader.
• Review future appointments to ensure appropriate utilization of appointment time slots.
• Confirm and input account and patient demographic information.
• Participate in departmental meetings, for patient service. Problem solving groups and in-service educational opportunities on an ongoing basis.

Required Knowledge, Skills, Abilities:

• Experience dealing with the public in a fast paced, customer service oriented environment or office setting.
• Ability to communicate clearly, professionally, and courteously. Ability to read, understand, and follow oral and written instruction.
• Ability to process a large amount of incoming calls.
• Ability to work in a fast paced environment, while keeping close attention to accuracy.
• Ability to accurately take messages and schedule appointments.
• Knowledge of grammar, spelling, and punctuation in order to forward patient information to the medical staff. Must be able to pass the required spelling and typing test.
• Must be able to work flexible hours and shifts.
• Must be detail-oriented and have the ability to prioritize a variety of tasks.
• Must be able to work independently and as a team participant.

Required Customer Service Skills: Employees of the Salem Clinic are required to consistently implement the Clinic’s “Principles of Customer Service” (described below).

• Smile – Provide a warm and friendly greeting in person or on the telephone.
• Assist – Be alert and responsive to opportunities to help patients and staff.
• Listen – Show interest, provide undivided attention, and use active body language.
• Eye Contact – Always provide eye contact at initial greeting, and at other feasible times.
• Mile Extra – Go the extra mile to meet other’s needs.
• Communicate – Keep people informed, respond to messages in a timely manner, and ask questions.
• Liaison – Initiate positive relationships with patients and staff members while meeting their needs.
• Individualize – Treat each person as an individual and look at things from their perspective.
• Notice Surroundings – Notice physical surroundings and what people need, take action if needed.
• Impression – Make a positive impression during each interaction.
• Choice – Choose to make the Salem Clinic a great place to work and to receive excellent care.

Required Teamwork Skills: Employees of the Salem Clinic are required to consistently implement the Clinic’s Essential Skills of Teamwork (described below).

• Alert and responsive to assist fellow workers without being asked.
• Puts needs of others before own.
• Offers constructive feedback in a nonjudgmental, positive, and confidential manner.
• Shows initiative and takes responsibility in dealing with interpersonal conflict resolution.
• Flexible in response to unexpected changes in work volume, scheduling and staffing.
• Takes responsibility for keeping informed.
• Assumes supportive role in the absence of supervisor.
• Recognizes, acknowledges and shows appreciation for the contributions of others.
• Promotes a positive work environment.