Call Center Representative

Sterling Heights , MI

GENERAL SUMMARY: This is a Centralized Call Center Representative representing all offices.
Under direct supervision, is responsible for responding to various telephone contacts including incoming calls on patient and private telephone lines. Schedules office visits, office procedures and diagnostic testing utilizing the Practice Management program. Directs patient calls and records messages for physicians, nurse practitioners and medical assistants.
PHYSICAL AND MENTAL EFFORTS:
Prolonged sitting and viewing of computer screen. Deals with stressors associated with maintaining high volume of telephone calls and urgent/emergent situations.
ENVIRONMENTAL AND WORKING CONDITIONS:
Fast paced work environment based on elective and urgent situations requiring immediate action. Ability to accommodate changes in daily and weekly schedule. HIGH VOLUME OF INCOMING PHONE CALLS
TYPICAL DUTIES AND RESPONSIBILITIES:
Responsible for responding to various telephone contacts including incoming calls on patient and physician telephone lines.
Secures demographic information on new patients and generates EHR record via data entry on Practice Management program.
Obtains email address for patients for the patient portal.
Schedules new patient appointments, general office visits, office procedures and diagnostic testing appointments.
Responsible in forwarding messages to the physicians/NP’s and appropriate staff.
Forwards messages to the Medical Assistants for triage.
Directs patient calls and records messages for physicians, nurse practitioners and medical assistants.
Maintains confidentiality of patient records.
Maintains accountability for identifying self-deficits and for updating knowledge and skills required to perform responsibilities.
Demonstrates a commitment to the vision, mission and goals of the Michigan Institute of Urology through application of Continuous Quality Improvement

EDUCATION: High school graduate or GED.

EXPERIENCE: Minimum of 1 year experience answering multi-line phone System preferred.

SKILLS: General clerical skills including basic computer knowledge and the ability to type 50wpm. Good communication and interpersonal skills. Ability to multitask. Demonstrates self-motivation and organizational abilities. Emphasis on customer service.