Call Center Specialist- Malvern

Call Center Specialist

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Department: Call Center Job Status: Full Time

FLSA Status: Non-Exempt Reports To: Office Manager

Grade/Level: Amount of Travel Required: None

Work Schedule: Positions Supervised: None

8 a.m. to 5:30 pm Monday- Thursday.

8 a.m. to 12:00 pm on Friday. However, extended hours for Friday afternoon and Saturday morning clinics are required on a volunteer basis.

POSITION SUMMARY:

The Call Center Specialist works as a part of the care team and is responsible for performing clerical duties necessary to prepare patients for a visit and make appointments. Mainline Health Systems, Inc. involves the Call Center Specialist in continuous Quality Improvement practices and measures as set and in which the practice focus is based on a Patient Centered Medical Home model of care.

Specific duties and responsibilities:

• Schedules appointments in the EMR.
• Gather third party payment information.
• Responsible for patient information, including demographics and structured information.
• Responsible for answering all incoming calls and transferring to appropriate staff directly or by sending telephone encounters.
• Performs other necessary duties required to meet the goal of providing primary health care.
• Serve as part of the care team, following and implementing workflows that support and sustain MHSI Patient Centered Medical Home model of care.
• Willingness to attend and/or complete continuing education related to this position and/or any other topics deemed necessary to MHSI.
• Participates in monthly clinic meetings.
• Participates in daily huddles.
• Completion of continual job training processes set forth by Mainline Health Systems, Inc.
• Responsible for working the No-Show/Cancellation action list.
• Calling and confirming future appointments.
• Any other duties assigned by the Clinic Manager and/or Office Manager.

Reporting Relationship:

The Call Center Specialist reports to, is supervised by, and evaluated by the Office Manager.

Evaluation:

The evaluation of work performance is ongoing and will be performed by the Office Manager and the Clinic Manager. It will include the specific duties and responsibilities of this position description plus employee attitude and general working behavior. Formal evaluation will normally be performed annually but may be initiated at other times by the Office Manager or the Clinic Manager.

Qualifications:

• High School diploma or GED is required.
• Graduation from a Business or Technical School in a secretarial training program is preferred. However, prior experience in a similar position may be substituted.
• A minimum of five years' secretarial experience is desirable.
• The ability to use current office machines and equipment.
• The ability to type a minimum of 60 words per minute.
• The ability to communicate effectively in person and on the telephone with other staff, the public, the patients, and the medical staff of the community health center.

PHYSICAL DEMANDS

Physical Demands

Lift/Carry

Stand

O (Occasionally)

Walk

O (Occasionally)

Sit

F (Frequently)

Handling / Fingering

F (Frequently)

Reach Outward

O (Occasionally)

Reach Above Shoulder

O (Occasionally)

Climb

N (Not Applicable)

Crawl

N (Not Applicable)

Squat or Kneel

O (Occasionally)

Bend

O (Occasionally)

10 lbs or less

F (Frequently)

11-20 lbs

O (Occasionally)

21-50 lbs

O (Occasionally)

51-100 lbs

N (Not Applicable)

Over 100 lbs

N (Not Applicable)

Push/Pull

12 lbs or less

O (Occasionally)

13-25 lbs

O (Occasionally)

26-40 lbs

O (Occasionally)

41-100 lbs

N (Not Applicable)

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

Vision (Near, Color)

Sense of Sound (telephone and verbal conversations)

Sense of Touch

Status:

This is a nonexempt position.

This is not an OSHA high risk position.

This is an ADA negotiable position.

DISCLAIMER:

The duties and responsibilities, qualifications, physical conditions, and other statements contained herein represent the current general nature of the job described, and are subject to change at any time, with or without notice. This position may be moved to other site locations due to need or performance. This job description does not limit the assignments that may be given to an employee in the job, and employees are expected to perform all duties assigned by their supervisor willingly and without reservation.