Outpatient Call Center AssistantDescriptionMAIN FUNCTION:Handles Primary Care call center incoming and outgoing calls, calltransfers, Instant messaging providers. Assists with maintaining afunctional office work environment. The Outpatient Call CenterAssistant reports to the Director of Operations.DUTIES AND RESPONSIBILITIES:Client Service Duties** 1. Answers, manages and directs incoming calls in majorprimary care clinics, and is competent in basic medical terms,terminology and their appropriate use in documentation andscheduling.** 2. Ability to use professional discretion to escalate callsappropriately and follow the established guidelines and protocolswhile working independently and without direct supervision.** 3. Demonstrates proficiency with EMR and documentation ofcalls.** 4. Demonstrates familiarity with call categories of call centercalls as necessary by accurately assessing caller's needs. Recognizesthe necessity for emergency intervention (i.e.911) and immediatelytakes the appropriate actions.** 5. Answers and appropriately directs all incoming and officetelephone calls managing multiple lines and queues.** 6. Handles incoming telephone inquiries, provider to providerconnections, emergency response contact, patient information,primary contact for security for urgent and non-urgent situations.Documents appropriately in EMR.** 7. Performs scanning, sorts, and distributes mail according tooffice protocol and management of fax in box.** 8. Follows scheduling protocols/templates for multiple differentproviders in one or multiple locations as well as various specialtyschedules.** 9. Maintains absolute proficiency in computer applicationsrequired for work function. These include but are not limited to theMicrosoft Office Suite, ECW, Soarian, and clinical information systemsof the Medical Center and Arnot Medical Services, PC.** 10. Facilitates positive interactions between callers, MedicalCenter departments and physicians' offices.11 Schedules follow-up visits, consultations, referrals andforwards any materials needed for appointment upon request ofproviders or clinical staff.12. Notifies patients by phone or mail with any pertinentinformation as instructed by clinical staff such as appointmentchanges, forms, letters etc.13. Obtains & updates all patient demographic informationtimely and accurately.14. Is familiar with patients' rights per AOMC policy anddemonstrates awareness of HIPPA and other patientconfidentiality issues.15. Interacts effectively with physician's office staff and outsideanswering services to meet patients' needs.16. Assists with the complaint process, includingdocumentation.** 17. Maintains databases and records and assists with trackingcall center volume.18. Performs clerical support functions as needed duringperiods of low call activity.19. Assists with the maintenance of a working officeenvironment, to include maintaining office supplies andmaintenance of facility and equipment.20 Interacts effectively with other medical center departmentsand personnel.21 Provides age-appropriate communication support to addressthe needs of the neonate, infant, children, adolescent, adult, andgeriatric patients.22. Is familiar with and demonstrates continuous PerformanceImprovement principles and participates in the process asappropriate.23. Is responsible for attending all mandatory annualeducational programs as required by the position.24. Employee understands and demonstrates the importanceof satisfying the needs of the customer/patient by interacting with him/her in a friendlyand caring way, being attentive to the customer's needs, both psychologically and physically, and bytaking the initiative to maintain communication with the customer in order to provide asecure and pleasant experience with the Medical Center.25. It is understood that this lists typical duties for theclassification and is not to be considered inclusiveof all duties that may be assigned.
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