Medical Call Center Representative

JOB TITLE: Medical Call Center Representative

DEPARTMENT: Integrated Health Services

FLSA: Full-Time; Hourly/Non-Exempt

DURATION: Open Until Filled

HIRING RANGE: $15.00/hour to $18.00/hour

Vaccination against COVID-19 is mandatory at our organization unless you are approved for an accommodation due to a religious objection or ADA covered medical condition. The organization will also review medical recommendations for a delay in vaccination or for other contraindications to vaccination

POSITION PURPOSE:

Responsible for operating a multi-line telephone to answer all incoming calls for the integrated health centers in a polite and professional manner and direct the incoming calls to the appropriate department or staff member/voice mailbox. The Medical Call Center Representative will assist with the responsibility of inputting complete, correct patient demographic information in the electronic health records. The position will participate in QI activities as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Answers incoming calls promptly and in a polite and professional manner.

. Serves as a back-up Patient Service Representative

· Determines the purpose of caller and forwards the incoming calls to the appropriate staff member/voice mailbox;

· Obtain and enter accurate demographic information into the electronic health records by screening patients for current contact information, such as address and telephone number, new patient visit and informs patient of adequate information that is required at the time of visit which includes updating/validating patient insurance information.

· Schedules, cancels, reschedules a variety of appointments for patients based on their need following established guidelines;

· Accurately documents and delivers messages to providers and other staff via electronic health records;

· Provides general information to incoming caller regarding our facility, address and the services we provide;

· Refers patient complaints to appropriate designated staff as needed.

· Exercises utmost diplomacy and tact to provide excellent customer service in adherence to confidentiality and privacy requirements at all times;

· Ensures adequate telephone coverage at all times;

· Makes sure the phone system is working properly;

· Other duties as assigned.

QUALIFICATIONS:

High School diploma or GED. One-year of clerical/telephone and/or switchboard experience.

OTHER SKILLS/ABILITIES:Individual must possess the ability to input data into computer and have basic office equipment and telephone knowledge. Must be able to type 20 -30 wpm.

· Must possess a positive attitude with the ability to use good sound judgement for prompt resolutions.

· Ability to communicate effectively on the telephone by actively listening to the caller, process the information and accurately handle the caller’s need in a quick manner.

· Ability to identify and subtly steer conversations to diffuse a caller’s anger.

· Ability to recognize the power of their tone of voice and the effect it has on the caller’s perception.

· Ability to recognize when to express empathy by being able to develop a strong rapport to make the caller fell that someone is listening and understanding their need.

· Must be able to demonstrate excellent customer service at all times.

· Multi-tasking combined with medical knowledge, terminology and company protocol are essentials for attaining performance standards such as time-per-call, daily call volume, etc.

EQUAL OPPORTUNITY EMPLOYER

OIC, Inc. is an equal opportunity employer. OIC, Inc. offers equal opportunities to applicants and employees and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, political affiliation and/or any other status protected by law.

DIVERSITY STATEMENT

OIC, Inc. is committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling OIC, Inc.’s vision and goals

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)
• Call center: 1 year (Required)
• Medical scheduling: 1 year (Required)

Work Location: In person