Call Center Representative-Ambulatory Patient Advance Access

Job Objective:

Determines the caller’s needs and fulfills those needs through program registration and/or physician referral, and through interactions with other departments. Schedules all clinic appointments except HMO and workers comp patients.

Essential Responsibilities:

• Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and reports suspected violations.
• Answers incoming calls and establishes a positive first impression with patients and physicians, in accordance with system telephone standards.
• Determines where call needs to be forwarded and makes disposition of all calls that arrive at the practice.
• Communicates with clinical staff for direction of calls with concerns or questions.
• Completes outbound calls to determine actions to be taken; evaluates and recommends additional referrals or actions.
• Documents call appropriately on Electronic Health Record.
• Acts as resource for information and guidance regarding services to patients and families as needed.
• Maintains and updates patient demographic information accurately in computer database; utilizes call center database.
• Schedules appointments for new and returning patients for all assigned providers; reschedules appointments as needed/requested.
• Responds to patient requests timely and appropriately.
• Takes messages from physician line and returns calls or redirects as needed.

Essential Skils:

• Written and verbal communication skills
• Problem solving skills to identify issues and formulate effective solutions
• Ability to communicate with patients, healthcare professionals, and staff to ensure clear and accurate exchange of information
• Ability to develop and maintain physician relationships; ability to recognize cross-functional relationships with hospital affiliations, other physicians
• Ability to operate general office equipment (i.e., computer, printer, scanner, telephone, etc.)