Skip navigation
Apply Now

Medical Call Center Agent

Job Description

JOB DESCRIPTION

JOB TITLE: Call Center Agent

LOCATION: Eastgate

FLSA STATUS: Non-Exempt

REPORTS TO: Access (Call Center) Manager

 

 

Core Values of HealthSource of Ohio (HSO):

Our values guide us in making day to day moral decisions and resolving ethical dilemmas, and defining the character of HealthSource of Ohio. HSO employees are committed to using a team based approach to ensure the delivery of high quality of care. Working with other members of the administrative and care teams in making patients and their needs a primary focus of one’s actions; shows interest in understanding the needs and expectations of internal and external customers; gains patient trust and respect; meets or exceeds patient’s expectations. Core values of Patient Centered Medical Home: timely scheduling, answering calls, refills and referrals; respect; compassion, quality improvement and ensuring trust and patient satisfaction.

 

JOB SUMMARY: Familiar with HealthSource of Ohio Center protocols, policies, and procedures. Relies on experience and judgment to plan and accomplish HSO service and access goals. Responsible for professionally responding to all clinical, administrative or access inquiries. Emphasis will be to facilitate optimal patient access and maximize accuracy of data entry for scheduling and clinical messaging. Must be highly focused on customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.

2. Facilitate optimal patient access and maximize accuracy of data entry for scheduling and clinical messaging.
3.
Meets outlined HealthSource of Ohio benchmarks and/or quality indicators as monitored through dashboards, audits or other quality reporting tools.
4.
Ability to speak clearly in order to communicate effectively between patient and provider, provide pre-visit instructions/directions, and relay provider instructions.
5.
Enhances HSO’s reputation by fostering ownership and personal responsibility for exceeding patient service expectations.
6. Responsible for professionally responding to all inquiries from callers as they relate to health services HSO provides.
7.
Promotes sense of pride in call center and positive interpersonal relations among all team members.
8.
Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
9. P
articipates in improving Call Center performance. Support projects to improve the scheduling standards, protocols, and fiscal operations based on current organizational priorities.
10.
Recommends areas or approaches for improvement activities and accuracy of both scheduling and clinical messaging functions.
11.
Other duties as assigned

Job Requirements

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty competently. The requirements listed below are representative of the knowledge, skill and/or ability required

CERTIFICATES, LICENSES, REGISTRATIONS
:

Certified Medical Assistant or Registered Medical Assistant License a plus

LANGUAGE SKILLS:

Strong verbal communication skills and ability to develop professional, positive working relationships with call center agents, call center manager and all other HealthSource team members.

MATH SKILLS:

Basic math skills

COMPUTER SKILLS:

Strong computer skills that include a combination of experience in a Windows Operating System, e-mail, and EHR data entry experience.

Education and Experience: High School or Equivalent (GED)

Experience Required: 1-2 years Call Center Experience

PHYSICAL DEMANDS: The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

ENVIRONMENTAL CONDITIONS: The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Potential exposure to blood and body fluid:

Category III - Performs tasks that involve no exposure to blood, body fluid or tissue.

 

Physical Activity:

 

Lift/Carry 26-75%

Push/Pull 26-75%

Reach Overhead 26-75%

Climb 26-75%

Squat/Bend/Kneel 26-75%

Sit 26-75%

Stand 26-75%

Walk/Move About 26-75%

 

HealthSource of Ohio is an Equal Opportunity Employer – F/M/V/D


 

Job Snapshot

Contact Phone 513-576-7700
Post Date 4/24/2015
Location Eastgate, OH
Employment Type Full-Time
Job Type Health Care
Education High School
Experience 1 to 2 years
Manages Others Not Specified
Industry Healthcare - Health Services
Required Travel Not Specified
CareerBuilder Tip:
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder.com you are agreeing to comply with and be subject to the CareerBuilder.com Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.