Clinic Call Center Rep-Lead

JOB SUMMARY / PURPOSE Takes inbound calls and ensures efficient and prompt responses to inquiries. Responsible for making patients and their needs a primary focus.

Cultivates positive and productive patient relationships with the Samaritan System. Utilizes system policies and procedures to try and meet patient's needs, and seeks information to recognize patient preferences and facilitate solutions to patient problems.

Acts as a lead / resource for department staff, which may include monitoring and training staff.

DEPARTMENT DESCRIPTION The Clinic Call Center takes inbound calls and ensures efficient and prompt responses to inquiries from patients.

Responsible for making patients and their needs a primary focus. Cultivates positive and productive patient relationships with the Samaritan System.

Utilizes system policies and procedures to help patients schedule appointments, communicate with their providers and facilitate their daily care.

EXPERIENCE / EDUCATION / QUALIFICATIONS High school diploma or equivalent required. Experience or training with computer applications required.

One (1) year experience in a position of similar responsibility and complexity required. Experience or training with medical / insurance terminology preferred.

Prior call center experience is highly preferred.

KNOWLEDGE / SKILLS / ABILITIES Service Orientation - Successfully apply knowledge of various resources / models of recovery to assist and care for others.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.

Confidentiality - Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information.

Ability to comply with laws and maintain confidentiality of patient information. Time Management - Ability to organize, plan and prioritize work to complete within required time frames and to follow-up on pending issues.

Ability to perform multiple tasks simultaneously and thrive in dynamic fast-paced environments and under pressure. Team Building - Ability to work, function and communicate on a multi-disciplinary team.

Possess the knowledge and skills to develop constructive and cooperative working relationships with others and maintain them over time.

Social Perceptiveness - Ability to work with a diverse population from pediatrics to geriatrics. Basic understanding of age-related differences in caring for and / or communicating with patients and caregivers.

Possess personal sensitivity to the needs and experiences of others and a non-judgmental attitude towards persons of differing standards, values, lifestyles, and ages.

PHYSICAL DEMANDS

Rarely

1 - 10% of the time)

Occasionally

11 - 33% of the time)

Frequently

34 - 66% of the time)

Continually

67 100% of the time)

WALK - INCLINE

LIFT (Floor to Waist : 0"-36") 20 - 40 Lbs

LIFT (Knee to chest : 24"-54") 0 - 20 Lbs

LIFT (Waist to Eye : up to 54") 0 - 20 Lbs

CARRY 1-handed, 0 - 20 pounds

CARRY 2-handed, 0 - 20 pounds

SQUAT Repetitive

SQUAT Static (hold >

30 sec)

PUSH (0-20 pounds force)

PULL (0-20 pounds force)

STAND

CLIMB - STAIRS

KNEEL (on knees)

REACH - Upward

WALK - LEVEL SURFACE

BEND FORWARD at waist

ROTATE TRUNK Sitting

ROTATE TRUNK Standing

REACH - Forward

MANUAL DEXTERITY Hands / wrists

FINGER DEXTERITY

PINCH Fingers

GRASP Hand / Fist