Call Center Coordinator Jackson Cardiology Clinic FT

Call Center Coordinator

The Call Center Coordinator is responsible for answering all incoming calls for the Jackson Clinic primary care physician offices. This includes appointment scheduling, pre-registration, facilitating patient messages, conducting appointment reminders, and cooperatively operating with clinicians, management, and staff to ensure a team-based approach to patient care. The Call Center Coordinator greets each patient warmly, accepts all incoming calls to Jackson Clinic between 7 : 30am 5 : 00pm, tracks call volumes to determine appropriate staffing at different times of day, and updates patient demographics at each call, confirming mailing address, contact numbers, and insurance type. The Call Center Coordinator schedules continuity of care appointments for all Jackson Clinic Internal Medicine and Family Medicine physicians, reschedules appointments when necessary to accommodate absences or changes in physicians' templates, makes appointment reminder calls for all non-specialty physician schedules 2 days in advance of appointment, documents this communication using the NextGen template / emailed spreadsheets, schedules work-in appointments according to the protocols set by each individual physician, takes messages for medical records requests using the NextGen template, forwards requests to appropriate staff, fields calls from home health and hospice and sends the messages to the primary clinical support staff, handles prescription refill requests by obtaining medication name, dosage, physician, pharmacy, and other pertinent information, and forwards requests through NextGen directly to clinical support staff. The Call Center Coordinator receives and documents all messages for the doctor or clinical staff using the NextGen template, contacts all patients who were no shows, finds out why they failed to keep their appointment, and attempts to reschedule the appointment for another day. The Call Center Coordinator confirms all information and repeats back to caller for verification before thanking them and ending the call.