Call Center Representative

Primary Function/General Purpose of Position

Four major functions of the Call Center Representative (CCR) are patient appointment scheduling, Pre-Authorization of Insurance, Collection of Co-Pays and Confirmation of Appointments.

Essential Job Functions

• The Call Center Representative schedules patient appointments and procedures, obtains and coordinates referrals, conducts pre-authorization, collects co-pays, and confirms appointments.
• The Call Center Representative will collaborate with office staff and providers to coordinate appointments to meet patients' needs.
• Resolve work queue issues and manage recall and waitlists.
• Operates multi-line telephones.
• Performs assessment activities to include review of existing orders, patient information, and clinical data.
• Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.
• Serves all persons served by OVP Health and OVP Health Care.
• Demonstrate competence to provide care for patient populations: pediatrics, adolescent, adult and geriatrics

Other Job Functions

• Maybe asked to maintain inventory of supplies being mindful not to exceed par levels in an effort to control expense.
• Assists in pulling the patients/clients medical records and files applicable results or correspondence after review/signature of provider as necessary.
• Maintains safe work environment by following established infection control and safety guidelines. Follows proper equipment cleaning procedures.
• Attends continuing education and organizational programs. Maintains competencies and completes annual mandatory education requirements.
• Performs all other duties as assigned.

Employment Qualifications

• High School graduation or GED is required, post-secondary education helpful.
• One year of work experience, preferably in a medical office setting.
• Medical terminology helpful; customer service skills essential.
• Six months' customer service experience desired.
• May require BLS for certain locations and/or settings.

Working Conditions

• Maintains a safe working environment for patients, co-workers, and self by following established infection control and safety guidelines.
• Exhibits professional growth through attendance and participation in continuing education and organizational programs.

Office Equipment Used: Not all inclusive

• Computer with keyboard and monitor
• Copier/fax
• Telephone
• Various Respiratory Care Equipment

OUR MISSION:

Centered in compassion and excellence, we serve to save lives while nurturing stronger and healthier communities for our persons served, employees, and families.

CORE VALUES:

Moral, Ethical and Behavioral Guidelines

Family: OVP Health is proud to be a family-owned company. We hold ourselves to the highest standards: the family values that are passed from generation to generation. However, at OVP Health we also believe that our coworkers, our persons served and our community are family. That means we will always treat you like family, no matter what health struggle you're facing.

Quality:In an ever-changing health care industry, our commitment to consistent, high-quality care has been the same since day one. Our highly trained physicians and nurses are constantly striving to provide the latest, most advanced care and treatment to persons served . Our medication-assisted treatment program is fully accredited by CARF (Commission on Accreditation of Rehabilitation Facilities). In everything we do, our goal is to provide persons served and their loved ones with the highest level of care possible.

Community: At OVP Health, we believe in giving back. And our commitment to improving the communities we serve doesn't stop at providing high-quality medical care. After work and on weekends, OVP Health employees can be found volunteering in the community, and we are proud to support a number of nonprofit groups in the areas we serve.

Integrity: Ethical, responsible health care is a nonnegotiable at OVP Health. We treat our coworkers, our persons served and our communities with honesty, truest and respect and hold ourselves to the highest standards of ethics and professionalism. Earning a patient's trust and loyalty is our greatest reward.

EEO Statement

OVP Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.In addition to federal law requirements, OVP Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers ,leaves of absence, compensation and training.

OVP Health expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.Improper inference with the ability of OVP Health employees to perform their job duties may result in discipline up to and including discharge.

COVID-19 VACCINATION POLICY

• All employees and providers are required to be vaccinated for COVID-19. Those who are unvaccinated must receive their first dose of a multi-dose COVID-19 vaccine series (Pfizer or Moderna vaccines) or single-dose COVID-19 vaccine (Johnson & Johnson vaccine) by January 27, 2022, and must be fully vaccinated by February 28, 2022. Those who receive their final vaccine dose but are not yet 14-days post-vaccination by February 28, 2022, will be considered compliant. However, if you are working in a hospital location that has set earlier deadlines for mandatory vaccination, you are required to comply with those deadlines.
• This requirement applies to all current and new staff regardless of clinical responsibility or patient contact, including facility employees; licensed practitioners; administrative, corporate, and billing personnel; students; trainees; volunteers; board members; and others providing services for the facility or its patients under contract or other arrangement (such as housekeeping and laboratory services).
• Although FDA approved and CDC recommended, an additional (third) or "booster dose" of the COVID-19 vaccine is not currently required in order for staff to be considered "fully vaccinated."
  
• The CDC has emphasized that masks should still be worn in all healthcare settings. Staff, patients, residents, and visitors should continue to wear masks in all healthcare facilities, regardless of vaccination status. The only exception is if the employee is in an office, alone, or actively eating or drinking. Employees should not congregate in break rooms and should practice social distancing when possible.
• Fully vaccinated corporate office staff do not have to wear a mask. Unvaccinated corporate office staff must wear a mask at all times, even at cubicles, except when in an enclosed office, alone, or actively eating or drinking. Corporate employees should not congregate in break rooms and should practice social distancing when possible.
• COVID screenings (with temperature check) remain MANDATORY for all corporate office staff and to enter any outpatient facility and the Recovery Center. The Recovery Center should screen patients over the phone before picking up for transportation to the Center, and should conduct a temperature check of the patient in-person.
• Employees experiencing symptoms, regardless of vaccination status, should notify their supervisor when symptoms first start and get tested. Employees who fail to communicate a positive COVID-19 test will be subject to disciplinary action, including, up to, immediate termination.