Call Center Specialist

POSITION TITLE: Call Center Specialist

DEPARTMENT: Medicine

REPORTS TO: Department Administrator

LOCATION: Satellite Location

RESPONSIBILITIES/REQUIREMENTS:

This position is the primary point contact
for patients phoning into the clinic.
This position has multi-functions that include answering phones,
triaging calls and speaking with providers, patients and other customers,
mostly by phone and/portal (virtual means).
This position maintains a strong attention to detail and an
understanding of how to efficiently use EHR when documenting phone
conversations, follow-ups and virtual communications.

This position is multi-functional in that
this staff member will oversee many clerical functions in the EHR, including
but not limited to the following responsibilities. This position will work within a
collaborative care model with residents and various specialty clinics. Conveys
a positive image of the clinic and organization.

Answers incoming phone calls through
multi-line system in a professional, courteous and helpful manner, quickly and
efficiently

Determines urgency of seeing the patient
based on brief assessment and on familiarity with a patient’s condition and
history; based on phone protocols

The call center specialist must have the
ability to elicit information needed to make a brief evaluation of patient
needs over the phone and be able to communicate effectively to the physician
for assessment based on protocols set forth by the healthcare team

Maintains confidentiality in all matters concerning
the practice, and patients per HIPAA policy

Uses complete demographic information as
identifiers (such as patient date of birth) prior to proceeding further
communication to ensure correct documentation and communication are given to
the correct patient

Adheres to confidentiality guidelines,
ensuring HIPAA is enforced at all times

Adheres to office protocols set forth by
Medical Director in regard to patient safety, care and plan for emergency
situations (such as chest pain, emergent care need situations, severe illness,
etc.) and directs patient accordingly

Prepares accurate and timely messages for
health care team, recording messages and interaction in the EHR

Maintains the voice messaging system,
checking messages several times throughout the day to ensure patient needs are
attended to in a timely and efficient manner

Schedules patient appointments with accurate
and necessary documentation to ensure clear communication for visit.

Assists with monthly tickler (recall) reports
for scheduling and testing as ordered by physician.

Must be a champion for quality indicators
with the ACO and other payers to ensure progression for achieving excellent
quality initiative standards on a quarterly basis.

Assists with the reschedule of any patients in
the event of an emergency or cancellation as set forth by Medical Director or
Practice Administrator

Performs special projects assigned by
Practice Administrator to maximize clinic operations

Attends required meetings and participates in
committees as requested.

Adheres to the workflow design established
for department and meets all job performance standards.

Maintains a clean and safe work environment.

Performs all other duties as assigned.

QUALIFICATIONS:

·
High school Diploma or equivalent required. Undergraduate preferred.’

·
Must be a Certified or Registered Medical Assistant with current active
certification and must consistently maintain certification/registration.

·
Current, active BLS certification required.

·
Must consistently maintain BLS certification.

·
Maintains any other certification as required by the medical community.