Call Center Representative

POSITION SUMMARY

The Call Center Representative (also “CCR”) is responsible for providing high quality service to all individuals that contact MHC via telephone or the internet. The CCR ensures that all patients receive access to care and information via telecommunications and online methods, as appropriate. He/she assists the supervisor and/or manager with a variety of general office activities and may be asked to assist in various front desk operations among all sites when necessary. The Call Center Rep. will assist with patient requests, all incoming communications to the Center, scheduling patient appointment requests, call routing, outbound contact initiatives, and screening incoming communications all while ensuring the delivery of excellence in customer service.

ESSENTIAL DUTIES/RESPONSIBLITIES:

• Assist with appointment scheduling and confirmation communications.
• Participate in and assist with targeted patient recruitment initiatives.
• Attend staff meetings and participate in monthly staff training sessions.
• Respond to patient needs immediately, responsively and compassionately.
• Pleasantly and promptly answer all inbound phone calls.
• Correctly utilize the Practice Management Software, including proper entry of patient information, scheduling, insurance information, and other financial information.
• Assist and train staff members to pleasantly and properly perform outbound patient communications for follow-up, rescheduling, and other initiatives as directed. Fill-in and assist in various roles, when needed.
• Follow all MHC policies and procedures, ensuring that MHC consistently operates in a high quality manner.
• Assist with maintaining continuous compliance with all industry standards, laws and regulations as promulgated by regulatory and accrediting organizations such as: BPHC, JCAHO, CLIA, OSHA, and State and Federal Governments.
• Assist with other duties as assigned in support of Memphis Health Center and its mission.
• Manage all inbound and outbound calls at the Call Center, integrating workflows with other support functions, and promoting MHC programs and services to the public, potential new patients and others, as appropriate.
• Always deliver high quality customer service, ensuring accurate patient information is captured during the registration process and complete patient insurance verifications.
• Assist with other front desk responsibilities as needed, including patient admission, registration, appointment scheduling, pre-certification, insurance verification and cashiering.
• Continuously strive to improve the quality and accuracy of MHC’s patient personal information such as phone numbers, addresses, and demographics, by screening patient calls, confirming system data, and providing system warnings when inaccurate data is present.
• Ensure overall accuracy related to call distribution throughout the organization.
• Foster a positive and proactive work environment, emphasizing respect for individuals, high standards of quality, customer service, innovation and center-wide teamwork.
• Assist with emphasizing strong results orientation within the department by motivating peers, satisfying customer needs and achieving organizational goals

EDUCATION/EXPERIENCE:

• High School Diploma required. 1 year of experience working in a medical office preferred.
• Experience in patient registration/patient access roles is a plus.
• Experience with Electronic Medical Records (EMR) systems, particularly eCW, is a plus.
• Possesses strong customer service skills and superb telephone etiquette.
• Experience in a community-based health care setting is a plus.
• The employee understands and agrees to abide by the policies of Memphis Health Center related to compliance.

DISCLAIMER:

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Job Type: Full-time

Pay: $35,880.00 - $39,520.00 per year

Benefits:

• 403(b)
• 403(b) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Medical Specialty:

• Geriatrics
• Internal Medicine
• Ob/Gyn
• Ophthalmology
• Pediatrics
• Primary Care
• Psychiatry
• Urgent Care

Application Question(s):

• Are you available to work Mon-Thurs 7:30 AM to 5:30 PM, Fri 7:30 AM to 11:30 AM and Saturdays as needed. Mandatory Schedule
• Describe your work with patients from underserved communities?

Experience:

• EMR systems: 1 year (Required)

License/Certification:

• Valid BLS and experience with EMR system. (Required)

Work Location: In person