Call Center Specialist

Job Description

Job Description

Summary

Answers telephone calls, supplies information to callers, schedules appointments, records messages, and addresses caller’s needs.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Greets and screens calls providing appropriate clinic information.

Communicates with clinical team regarding specific patient medical requests.

Responsible for recognizing when call escalation to triage nurse is appropriate.

Enters all demographic changes relating to patient into the scheduling system when making appointments or pre-registering patients.

Monitors no- shows / cancellations for available slots where same day appointments can be scheduled.

Responsible for concise, thorough, and accurate documentation in electronic schedule.

Participates in CPI program. Maintains compliance, is knowledgeable, and utilizes the guidelines of all state and federal laws and regulations as they pertain to the position including, but not limited to; Health Insurance Portability Accountability Act (HIPAA), Scope of Practice, Accreditation Standards, Occupational Safety and Health Administration (OSHA), Bureau of Primary Health Care / Health Resources and Services Administration (BPHC / HRSA), National Committee for Quality Assurance / Patient Centered Medical Home (NCQA-PCMH), Centers for Medicare and Medicaid Services (CMS), Clinical Laboratory Improvement Amendment (CLIA), Joint Commission on Accreditation of healthcare Organizations (JCAHO), and other HRSA related regulatory functions and / or agencies that Family Circle of Care participates in.

Patient Centered Responsibilities

Confirms appointments addressing appointment time.

Schedules appointment date and time into electronic schedule ensuring that schedule reflects patient needs, appropriate clinician, and effective use of clinical hours.

Transfers and routes outside calls to appropriate location or extension minimizing patient telephone hold times when questions cannot me handled directly.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Diversity - Shows respect and sensitivity for cultural differences.

Ethics - Treats people with respect; inspires the trust of others; works with integrity and principles; upholds organizational values.

Personal Appearance - Dresses appropriately for position; keeps self well groomed.

Attendance / Punctuality - Is consistently at work and on time.

Safety and Security - Observes safety and security procedures; uses equipment and materials properly.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

High school diploma or general education degree (GED); at least 1 year of experience in an office, call center, medical office or related setting preferred but not required.

Computer Skills

To perform this job successfully, an individual should have knowledge of Internet Explorer Internet software, Electronic Medical Record software, and 10-key by touch data entry.

Equipment

Fax and Scanner.

Certificates, Licenses, Registrations

No required licenses or certifications.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must rarely lift and / or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee may be exposed to airborne particles, blood and bodily fluids. The noise level in the work environment is usually moderate.