Call Center Specialist - Union Hospital - Terre Haute, IN

Previous patient care experience

Prior experience in a healthcare facility

ESSENTIAL JOB FUNCTIONS:
All applicants considered for the position will be required to pass a typing test.

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Answers incoming phone calls in a timely and efficient manner.

Activates phone lines in the morning and transfers to the answering service at the end of the daytime operations.

Routes calls as appropriate (credit, nursing, etc).

Initiates phone note in EMR for nursing calls, prescription refills as appropriate.

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Verifies patient demographic and insurance information.

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Schedules / coordinates appointments in the practice management system for patients and clinical staff.

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Performs inquiry to determine medical necessity for appointments based on clinical and financial information and departmental protocols.

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Facilitates access for patients with special needs such as physical disability, language barriers, etc.

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Provides assistance to patient / family with directions throughout the system.

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Cancels / reschedules appointments for patients in the practice management system.

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Registers new patients in the practice management system.

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Provides excellent customer service in a timely, accurate, courteous and professional manner.

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Exceeds the expectations of the patients, physicians, staff and other areas of the community.

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Reports malfunction of any equipment to the manager.

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Reports office supply needs to manager.

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Assists in training new staff using protocols and relevant materials.

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Attends meetings as required.

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May secure office at end of business day.

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May cross-train in other related areas.

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Performs other duties as assigned.

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Notifies manager as required when sick or going to be late.

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CUSTOMER SERVICE STANDARDS

Customer Service (a customer is anyone, internal or external, with whom you come into contact, i.e., co-workers, patients, visitors, etc.)

1)

Attitude

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Promptly responds to customers in a friendly manner, listening carefully and using customer’s name.

Every customer greeted with a smile.

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Is consistently courteous and helpful.

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Is considerate, sensitive and tolerant of all customers and their differences.

2)

Professionalism

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Answers telephone promptly, consistently identifies self and department and returns calls promptly.

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Is responsible for ensuring that all patient, facility and employee information is not compromised.

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Respects privacy of all by eliminating gossip and unprofessional talk.

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Displays a professional appearance at all times, including appropriate dress as defined in employee handbook and wearing visible identification badge at all times.

3)

Commitment

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Welcomes and supports all customers.

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Displays follow through at all times to ensure customer satisfaction.

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Is honest in all interactions

4)

Ownership

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Takes pride in organization as if you own it, speaks positively about the organization and practices safety as a daily work habit.

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Continually seeks new and better ways of doing things.

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Supports and participates in various teams, events and activities provided by the Clinic.

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TRAINING, EXPERIENCE, SKILLS AND ABILITIES NEEDED:
1.

Functional grasp of standard written and verbal English, good spelling and grammar.

2.

Proficient computer and typing skills.

3.

Requires special attention to detail.

4.

Requires medical terminology.

5.

Able to work in fast paced stressful environment.

6.

Able to work successfully with a diverse population.

7.

Able to interview and obtain information in a professional manner

8.

Requires excellent customer service skills in dealing with various client groups; patients; families; physicians and their practices.

9.

Requires organizational skills; attention to detail; flexibility and ability to prioritize.

10.

Excellent telephone skills.

11.

Able to work independently with minimal supervision.

12.

Able to adapt to rapid change.

13. All applicants considered for the position will be required to pass a typing test.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to talk or hear.

The employee frequently is required to sit and use hands to finger, handle, or feel objects, tools, or controls.

The employee is occasionally required to stand, walk, and reach with hands and arms.

Employee must frequently lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

OSHA II Classification.

TOOLS AND EQUIPMENT:
1.

General office equipment; i.e. telephone, copier and fax machine.

2.

Computer

EOE/M/F/Vet/Disabled