Call Center Operator (Administrative)
Position Overview
A successful Call Center Operator must be passionate about healthcare and want to make a difference in the lives of others while acting as a mission-driven catalyst to help Livingston Community Health deliver the best quality of care and excellent service to our patients and their families.
The primary function of the Call Center is to manage all incoming calls in an efficient and informative manner that produces a high level customer service and customer satisfaction. The Call Center will address and properly handle calls as they relate to the needs of the patient.
Essential Functions, Duties, andResponsibilities
Demonstrate cultural sensitivity and respect to all incoming and outgoing calls. Maintain phone etiquette in a professional and courteous tone. Answer high volume of inbound calls in a timely manner. Monitor the call system/status to avoid call congestion. Provide resourceful information to callers about all services and programs offered. Manage multiple calls on hold and address calls based on their queue order. Have expert knowledge on and will review all provider scheduling templates for accuracy. Screen calls appropriately prior to transferring calls to other departments. Obtain or verify patient information/demographics and will enter accurate data into NextGen Practice Management and HER. Document conversations with patients using the NextGen Telephone Call Template and task follow up items to staff member, as appropriate, using clear accurate information and correct spelling. Confirm patient insurance and discuss copays or fees due at the time of service. Address patient comments or concerns in a calm respectful manner and attempt to reach resolutions to meet the patient needs or concerns. Make outgoing calls as needed. Confirm scheduled appointment and reschedule appointments as needed. Assist and complete any other clerical operational assigned duties including but not limited to pre-flow prep, complete paperwork, generate and complete reports, no-show reports and proper documentation. Work individually or as a group and will know how to problem solve and provides access to care. Work closely with the front office receptionist for support as needed based on operational need. Promptly inform their supervisor of any issue, problem or concern that requires supervisory oversight. Other duties and projects as assigned.
Education, Knowledge, Skills, and Abilities
Education
High School Diploma or GED.
Knowledge, Skills, Abilities
Other duties and projects as assigned. Minimum two years experience in a medical call center setting or medical front office similar setting preferred. Exceptional customer service, active listening and good verbal and written communication skills. Strong adaptation to family practice, internal medicine, OB/GYN and/or other specialties. Bilingual English and Spanish preferred. Requires a comprehensive knowledge of primary care in outpatient settings. Computer literacy required; familiarity with the use of clinical software and Microsoft Windows, NextGen and i2i, preferred. Strong organizational skills. Ability to follow directions and communicate effectively in both English and Spanish (preferred.)
