Contact Center Screening Consultant

This position requires the staff member to manage patient medical phone calls/inquiries efficiently and promptly. They will utilize the Patient Centered Medical Home (PCMH) model of care and comply with standards of care, routine protocols and evidenced based practice.

Responsibilities:

• Answer telephone calls from patients, family, pharmacies, outside medical facilities, and other outside agencies.
• Screen calls for acuity and refer to appropriate level of care or facilitate appointment scheduling within appropriate time frame.
• Record telephone interaction in Electronic Medical Record
• Resolve caller questions or concerns promptly, ideally at the time of the call.
• Route the caller to other departments or appropriate outside facility when necessary.
• Authorize prescription refills on behalf of the provider based on standing orders and protocols.
• Answer overflow Contact Center calls when available.
• Schedule patient appointments when necessary.
• Review and manage provider and clinic staff task boxes to make outgoing calls to address patient needs.

Experience:

• call center: 1 year (Preferred)
• clinical: 1 year (Required)

License/Certification:

• Medical Assistant or LPN/RN certification (Required)

Language:

• English (Required)
• Spanish (Preferred)