Customer Service Representative - Customer Service Representative

Provides help desk assistance and answers questions regarding Epic MyChart including light troubleshooting Facilitate, process, and document physician to physician consultation requests from internal and external physicians by using Tiger Text and connecting with on-call provider Schedule, change, cancel, and confirm appointments for all Academic Medical Group Family Community Medical locations, General pediatrics, Radiology, and other limited specialty services using Epic and site specific protocols. PRIMARY PURPOSE: Provides essential telephone coverage from 6:00am-9:00pm 365 days per year for Contact Center responsibilities which include Careline, MyChart Help, MD Network, and Patient Relations inbound phone queues that support the entire medical institution including all hospitals, Medical Group, College of Medicine, and across all Client locations.

Contact Center Specialist I
PRIMARY PURPOSE:

• Provides essential telephone coverage from 6:00am-9:00pm 365 days per year for Contact Center responsibilities which include Careline, MyChart Help, MD Network, and Patient Relations inbound phone queues that support the entire medical institution including all hospitals, Medical Group, College of Medicine, and across all Client locations.
• Deploys excellent customer service engagement skills by phone and electronic mail. Responsible for accurately processing a high volume and wide variety of calls by determining the caller's specific needs, assisting the caller, or redirecting the caller to the proper location for assistance if needed.
• Ensure that all calls are answered in a timely manner while maintaining efficiency with all departmental processes and procedures.
• Provides high-quality experience for patients and physicians of Client.
• Acts as the first point of contact for various patient needs including Epic MyChart help, scheduling, registrations, access and general information, and appointment confirmation and cancellations.

ESSENTIAL FUNCTIONS:

• The percentage of time spent performing essential functions is 95%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
• Provide information to all PSH patients and non-patients, resolve issues, or direct calls to proper location using current phone system.
• Proactively collaborates with internal business partners to routinely maintain and update assigned site profiles Registers patients that request access to their Epic MyChart portal.
• Provides help desk assistance and answers questions regarding Epic MyChart including light troubleshooting Facilitate, process, and document physician to physician consultation requests from internal and external physicians by using Tiger Text and connecting with on-call provider Schedule, change, cancel, and confirm appointments for all Academic Medical Group Family Community Medical locations, General pediatrics, Radiology, and other limited specialty services using Epic and site specific protocols.
• Schedule Newborn appointment requests from the discharge task list.
• Provide feedback regarding appointment cancellations or changes via e-message or Tiger Text to all locations Triage complaints and compliments from patients for multiple hospitals and Community Medical Group.
• Communicate to Patient Relations Department using the Epic Call Management system Register and cancel patients for health screenings and educational classes.
• Register patients for internal and transitional rehabilitation care requests and provide follow up information to rehabilitation locations.
• Provide support to physician call-offs by making outbound phone calls to cancel patient appointments. Communicate detailed appointment list to site location

NON-ESSENTIAL FUNCTIONS:

• The percentage of time spent performing secondary functions is 5%. The following duties are secondary to the essential duties listed above:
• Perform adminstrative duties (including clerical duties, faxing, copying, mailing patient correspondence).
• Collaborate with other team members and departments to ensure that smooth and efficient flow of patient care is not delayed or compromised.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• High School Diploma required.
• 1 year of job-related experience required.
• Ability to successfully complete a training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

KNOWLEDGE, SKILLS, & ABILITIES:

• Maintain and utilize proficient knowledge in all department processes, procedures and software applications that support the daily operations of the Contact Center including Epic, MyChart, Smart Web, Qgenda, Power Chart, Outlook, Avaya, and Microsoft folders.
• Demonstrate an elevated level of service excellence in all interactions with patients, business partners, and team members according to established behavioral standards required.
• Excellent customer service, interpersonal communication, problem solving and computer skills required.
• Strong oral and written communication skills, decision making and resilience required.
• Critical thinking skills and good judgment under pressure are required.
• Maintain elevated levels of professional and ethical standards and performance.
• Acquire and maintain proficient knowledge in policies and procedures as well as operational processes for each PSH facility, specialty, and region.
• Ability to successfully complete a training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

PREFERRED QUALIFICATIONS:

• Experience including word processing, scheduling, telephone call center systems, medical office, or medical terminology preferred.