Call Center Representative

GENERAL DESCRIPTION

The Call Center Representative is responsible for answering all incoming patient calls delivering accurate information concerning hours of operation, appointments and the process for enrolling; documenting telephone encounters in the EMR; utilizing company policies to effectively address patient issues questions, and concerns; and directing calls to the appropriate staff when needed.

All employees function as a member of a collaborative health care team to create and maintain a Patient Centered Medical Home where emphasis is on excellent communication, support of the patient is provided and tracked in a culturally competent, behaviorally enhanced setting supported by information technology

Due to the nature of NHHC services, it may become necessary to require employees to work extended hours or other variation of the usual shift to ensure adequate care of patients and to maintain services to the community.

CRITICAL JOB ELEMENTS

I.  Must be professional in dealing with patients and the public via telephone contacts.  Demonstrate positive attitude towards patients with good customer service, pleasant voice, attentiveness and responsive to their needs.

II. Will handle a high volume of incoming, outgoing and interoffice calls.  Must think quickly and be able to communicate verbally with a variety of callers.

III. Must stay abreast of program operations and actively seek information to stay informed and provide information to callers in an accurate and expedient manner.

IV.  Provides information obtained from a variety of sources to answer questions from the public regarding department services, contact information, operational hours, etc.

V. Must ensure to greet by telephone. (Never disclose Protected Health Information (PHI) to any caller).

VI. Maintains an updated copy of the clinic directory and other resources to ensure accurate transfer of all calls accurately.    

VII. Will communicate closely with Answering Service and accurately open and close call center and Call Queue equipment/system.         

VIII. Uses multiline phone system to handle calls, cancel calls, transfer calls, etc.

1. Answers caller’s questions according to clinics policy.
2. Take messages, prioritize these as necessary and route them to the appropriate department or individual. 

IX. Provider’s Schedule and Patient’s appointments:

1. Maintains provider’s schedules, allowing patient’s appointments to be entered on the same day as acute visits, assures that patients are appointed on the days specified by the provider (s).
2. Make telephone appointments. 
3. Verifies patient’s last doctor visit, when patient was told to come back, inquire if any testing is needed and type of visit.
4. Research patient information as necessary.
5. Verifies telephone appointments to the patient and assures that the patient is appointed appropriately.

X. Responsible for ordering supplies (paper, toner and drum cartridges) for call center.

XI. Will inform administrative personnel of any press association calls or visits.

XII. Will answer questions and provide some training for new call center representatives.

XIII. Will follow HIPPA regulations and not disclose any health information over the phone. Maintains the utmost confidentiality on all patient confidential and sensitive information.

XIV. Maintains the utmost confidentiality on all patient confidential and sensitive information.

XV. Complies with HIPAA Privacy Act requirements and as established by the department.

XVI. Must abide by dress code policy in order to maintain a professional and neat appearance. 

XVII. Abides by the regulations, protocols, and policies as indicated in the NHHC Employee Handbook, Safety policies and Code of Conduct.

XVIII. It is mandatory that the employee actively participates in Performance Improvement programs of NHHC and skill development activities

JOB SPECIFICATIONS

Education

• High school graduate or equivalent   

Experience

• 2 to 3 years’ experience in a call center environment or Operator, in medical office setting highly desired.  Excellent Communication and telephone etiquette skills.
• Bilingual – English / Spanish

Physical Requirements

·  Works under pressure exist due to lack of control over the number of incoming phone calls

·   Extended sitting and manual dexterity constant use of multi-line telephone/IVR system.

Responsibilities, Skills, and Abilities

• Strong work ethic which includes professionalism when dealing with people on the telephone.
• Verbal ability is required to converse effectively in English and Spanish and to understand orders given.

·   Clerical perception is required to spot pertinent detail in material and to avoid errors. Familiar with the HIPPA regulations.

·   Ability to operate office machines, ten key by touch, keyboarding skills (at least 40 wpm).

• Strong problem-solving skills
• Use diplomacy and tactful judgement in screening and potentially rerouting calls for administrative and clinical calls
• Ability to prioritize and screen incoming calls accurately. 
• Ability to multitask while attending to phone calls.
• Courtesy is required to deal tactfully with the public and staff.
• Ability to respond quickly and accurately to recognize names and numbers in the clinics directory and avoid errors in transferring.
• Listening involves sensing, interpreting, evaluating and responding to all callers
• Self-monitor average handle times for efficiency goals
• Ability to maintain a mature attitude while dealing with interpersonal conflict, able to diffuse difficult calls and time demands, etc.