Address
Form of work**Full Benefits**
Position Summary
The Call Center Support is responsible for providing exemplary customer service to patients via phone to answer any questions and fulfill inquires about prescriptions. This position is vital to make sure patients get what they need based on provider’s orders in a timely matter.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Maintain assigned nurse line by responding to all calls within 24 hours of call
Establishes and maintains supportive relationships with callers and their families
Performs professional assessment of caller’s needs with accurate, concise documentation
Follow established criteria and protocol to ensure consistent care for each patient
Utilizes established software, written materials, and Medical Assistant background to provide appropriate information to callers
Maintain a stable and trusting relationship with all providers
Properly document each call-in callers chart
Correctly assess the nature of urgency of each caller’s situation
Perform other duties as assigned
Minimum Qualifications (Knowledge, Skills, and Abilities)
Current Medical Assistant Certification (AAMA CMA, AMT RMA, NHA CCMA or NCCT NCMA), an Associate’s degree, or 1-3 years of experience required.
Possess an ability to function in a high stress, physically demanding setting
Knowledge of healthcare regulations and preventative measures (HIPAA confidentiality, infection spread, etc.)
Exemplary customer service experience including client relationships and job knowledge
Excellent oral and written communication skills
Must be willing to travel as needed
Ability to exercise manual dexterity, control precision and arm-hand steadiness accurately
Ability to be empathetic with patients; ability to maintain confidentiality
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
The Call Center Support is responsible for providing exemplary customer service to patients via phone to answer any questions and fulfill inquires about prescriptions. This position is vital to make sure patients get what they need based on provider’s orders in a timely matter.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Maintain assigned nurse line by responding to all calls within 24 hours of call
Establishes and maintains supportive relationships with callers and their families
Performs professional assessment of caller’s needs with accurate, concise documentation
Follow established criteria and protocol to ensure consistent care for each patient
Utilizes established software, written materials, and Medical Assistant background to provide appropriate information to callers
Maintain a stable and trusting relationship with all providers
Properly document each call-in callers chart
Correctly assess the nature of urgency of each caller’s situation
Perform other duties as assigned
Minimum Qualifications (Knowledge, Skills, and Abilities)
Current Medical Assistant Certification (AAMA CMA, AMT RMA, NHA CCMA or NCCT NCMA), an Associate’s degree, or 1-3 years of experience required.
Possess an ability to function in a high stress, physically demanding setting
Knowledge of healthcare regulations and preventative measures (HIPAA confidentiality, infection spread, etc.)
Exemplary customer service experience including client relationships and job knowledge
Excellent oral and written communication skills
Must be willing to travel as needed
Ability to exercise manual dexterity, control precision and arm-hand steadiness accurately
Ability to be empathetic with patients; ability to maintain confidentiality
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
