Call Center Representative

GENERAL DESCRIPTION The Call Center Representative is responsible for answering all incoming patient calls delivering accurate information concerning hours of operation, appointments and the process for enrolling; documenting telephone encounters in the EMR; utilizing company policies to effectively address patient issues questions, and concerns; and directing calls to the appropriate staff when needed. All employees function as a member of a collaborative health care team to create and maintain a Patient Centered Medical Home where emphasis is on excellent communication, support of the patient is provided and tracked in a culturally competent, behaviorally enhanced setting supported by information technology Due to the nature of NHHC services, it may become necessary to require employees to work extended hours or other variation of the usual shift to ensure adequate care of patients and to maintain services to the community. CRITICAL JOB ELEMENTS I. Must be professional in dealing with patients and the public via telephone contacts. Demonstrate positive attitude towards patients with good customer service, pleasant voice, attentiveness and responsive to their needs. II. Will handle a high volume of incoming, outgoing and interoffice calls. Must think quickly and be able to communicate verbally with a variety of callers. III. Must stay abreast of program operations and actively seek information to stay informed and provide information to callers in an accurate and expedient manner. IV. Provides information obtained from a variety of sources to answer questions from the public regarding department services, contact information, operational hours, etc. V. Must ensure to greet by telephone. (Never disclose Protected Health Information (PHI) to any caller). VI. Maintains an updated copy of the clinic directory and other resources to ensure accurate transfer of all calls accurately. VII. Will communicate closely with Answering Service and accurately open and close call center and Call Queue equipment/system. VIII. Uses multiline phone system to handle calls, cancel calls, transfer calls, etc. 1. Answers callers questions according to clinics policy. 2. Take messages, prioritize these as necessary and route them to the appropriate IX. Providers Schedule and Patients appointments: 1. Maintains providers schedules, allowing patients appointments to be entered on the same day as acute visits, assures that patients are appointed on the days specified by the provider (s). 2. Make telephone appointments: a. Verifies patients last doctor visit, when patient was told to come back, inquire if any testing is needed and type of visit. b. Research patient information as necessary. c. Verifies telephone appointments to the patient and assures that the patient is appointed appropriately. X. Responsible for ordering supplies (paper, toner and drum cartridges) for call center. XI. Will inform administrative personnel of any press association calls or visits. XII. Will answer questions and provide some training for new call center representatives. XIII. Will follow HIPPA regulations and not disclose any health information over the phone. Maintains the utmost confidentiality on all patient confidential and sensitive information. XIV. Maintains the utmost confidentiality on all patient confidential and sensitive information. XV. Complies with HIPAA Privacy Act requirements and as established by the department. XVI. Must abide by dress code policy in order to maintain a professional and neat appearance. (For details see Employee Handbook dress code policy). XVII. Abides by the regulations, protocols, and policies as indicated in the NHHC XVIII. Employee Handbook, Safety policies and Code of Conduct. XIX. It is mandatory that the employee actively participates in Performance Improvement programs of NHHC and skill development activities