<p>General Summary</p> <p>Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.</p> <p>Shift</p> <p>Full Time</p> <p>Varied Shift: 8a-8p and 6 week Saturday rotation. Specific schedule will be discussed during shadow.</p> <p>3-6 month on site training</p> <p>Duties and Responsibilities</p> <p>Essential Functions:</p> <ul> <li>Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner </li><li>Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff </li><li>Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives </li><li>Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient's Electronic Health Record as appropriate) </li><li>Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR </li><li>Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice </li><li>Build sustainable relationships and engage customers by going the extra mile </li><li>Schedule patient appointments within established parameters </li><li>Collect accurate financial and demographic information for registration when necessary </li><li>Pages providers as needed for consults </li><li>Meet department/team qualitative and quantitative targets </li><li>Possess strong computer skills and the ability to maneuver multiple resources </li><li>Utilize communication "scripts" when handling specific topics </li><li>Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction </li></ul> <p>Common Expectations:</p> <ul> <li>Maintains established policies and procedures, objectives, quality assessment and safety standards. </li><li>Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation </li><li>Establishes and maintains files and records on an ongoing basis. </li></ul> <p>Qualifications</p> <p>Minimum Education:</p> <ul> <li>High School Diploma or GED Required </li></ul> <p>Work Experience:</p> <ul> <li>Less than 1 year Relevant experience. Required </li><li>Customer service, medical office and/or call center support experience. Preferred </li></ul> <p>Courses and Training:</p> <ul> <li>Medical terminology. within 180 days Required </li></ul> <p>Knowledge, Skills, and Abilities:</p> <ul> <li>Strong phone and verbal communication skills. </li><li>Actively listen and speak in a professional manner. </li><li>Customer focus and adaptability to various personality types and call scenarios. </li><li>Ability to manage time effectively. </li></ul>