Job Summary: Screens and schedules patient appointments, creates and routes patient messages. Serves as liaison between patient and medical support staff. Performs related clerical duties.
Essential Functions:
- Answer telephones promptly and cordially, following the department scripting and protocol.
- Take messages and relay information to the nursing staff or physician, or make appointments as indicated by the circumstances and medical office policy.
- Cancel and reschedule appointments as directed by the template detail clerk or team leader.
- Review future appointments to ensure appropriate utilization of appointment time slots.
- Confirm and input account and patient demographic information.
- Participate in departmental meetings, for Patient Service. Problem solving groups and in-service educational opportunities on an ongoing basis.
Required Knowledge, Skills, Abilities:
- Experience dealing with the public in a fast paced, customer service oriented environment or office setting.
- Ability to communicate clearly, professionally, and courteously. Ability to read, understand, and follow oral and written instruction.
- Ability to process a large amount of incoming calls.
- Ability to work in a fast paced environment, while keeping close attention to accuracy.
- Ability to accurately take messages and schedule appointments.
- Knowledge of grammar, spelling, and punctuation in order to forward patient information to the medical staff. Must be able to pass the required spelling and typing test.
- Must be able to work flexible hours and shifts.
- Must be detail-oriented and have the ability to prioritize a variety of tasks.
- Must be able to work independently and as a team participant.
Required Customer Service Skills: Employees of the Salem Clinic are required to consistently implement the Clinic’s “Principles of Customer Service” (described below).
- Smile – Provide a warm and friendly greeting in person or on the telephone.
- Assist – Be alert and responsive to opportunities to help patients and staff.
- Listen – Show interest, provide undivided attention, and use active body language.
- Eye Contact – Always provide eye contact at initial greeting, and at other feasible times.
- Mile Extra – Go the extra mile to meet other’s needs.
- Communicate – Keep people informed, respond to messages in a timely manner, and ask questions.
- Liaison – Initiate positive relationships with patients and staff members while meeting their needs.
- Individualize – Treat each person as an individual and look at things from their perspective.
- Notice Surroundings – Notice physical surroundings and what people need, take action if needed.
- Impression – Make a positive impression during each interaction.
- Choice – Choose to make the Salem Clinic a great place to work and to receive excellent care.
Required Teamwork Skills: Employees of the Salem Clinic are required to consistently implement the Clinic’s Essential Skills of Teamwork (described below).
- Alert and responsive to assist fellow workers without being asked.
- Puts needs of others before own.
- Offers constructive feedback in a nonjudgmental, positive, and confidential manner.
- Shows initiative and takes responsibility in dealing with interpersonal conflict resolution.
- Flexible in response to unexpected changes in work volume, scheduling and staffing.
- Takes responsibility for keeping informed.
- Assumes supportive role in the absence of supervisor.
- Recognizes, acknowledges and shows appreciation for the contributions of others.
- Promotes a positive work environment.
Position Number: 44-2P
Hours: Part time | 22.5 hours per week | M-F | 9:30-2:00p
Position Number: 44-3P
Hours: Part time | M-F | 29.62 hours | 7:30-1:25p