Call Center Specialist - Union Hospital - Terre Haute, IN
ESSENTIAL JOB FUNCTIONS:
·
Answers incoming phone calls in a timely and efficient manner.
o
Activates phone lines in the morning and transfers to the answering service at the end of the daytime operations.
o
Routes calls as appropriate (credit, nursing, etc).
o
Initiates phone note in EMR for nursing calls, prescription refills as appropriate.
·
Verifies patient demographic and insurance information.
o
Schedules / coordinates appointments in the practice management system for patients and clinical staff.
o
Performs inquiry to determine medical necessity for appointments based on clinical and financial information and departmental protocols.
o
Facilitates access for patients with special needs such as physical disability, language barriers, etc.
o
Provides assistance to patient / family with directions throughout the system.
o
Cancels / reschedules appointments for patients in the practice management system.
o
Registers new patients in the practice management system.
o
Provides excellent customer service in a timely, accurate, courteous and professional manner.
o
Exceeds the expectations of the patients, physicians, staff and other areas of the community.
o
Reports malfunction of any equipment to the manager.
o
Reports office supply needs to manager.
o
Assists in training new staff using protocols and relevant materials.
o
Attends meetings as required.
o
May secure office at end of business day.
o
May cross-train in other related areas.
o
Performs other duties as assigned.
o
Notifies manager as required when sick or going to be late.
_________________________________________________________________________
CUSTOMER SERVICE STANDARDS
All employees are expected to complete their responsibilities in accordance with the Union Health System Values:
Patient Focused – Place patients first – every time
·
Listen and understand with compassion.
·
Communicate effectively with patients, families and all levels of the healthcare system.
·
Consistently treat patients and families with respect and kindness.
·
Anticipate, understand, and promptly act on patient needs and expectations.
·
Apply lessons from experiences to improve patient care and safety.
Collaboration – Work together for optimal results
·
Find solutions-resolve conflicts.
·
Encourage ideas, respect opinions, and appreciate the contribution of others.
·
Strive to meet the diverse needs of all involved.
·
Be confident without arrogance.
Integrity – Always be honest and ethical
·
Demonstrate honesty, truth and mutual respect.
·
Display a positive attitude and encourage others.
·
Take responsibility for actions and behaviors; be accountable.
Transparency – Openly share the “why” in what we do
·
Maintain confidentiality while accurately and willingly sharing information.
·
Interact with respect and an open mind.
·
Provide secure access to appropriate information.
·
Evaluate and communicate our performance to drive improvement.
·
Be open an d honest about success and failures.
Stewardship – Be responsible with lives and
resources
·
Behave as if you owned the organization by being fiscally responsible.
·
Commit to continuous improvement, education, and innovation.
·
Contribute to a safe, positive and productive environment.
·
Work together to grow a stronger and healthier Wabash Valley.
_________________________________________________________________________________
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.
Medical terminology helpful.
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.
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
0 comments:
Post a Comment