Patient Engagement Call Center Representative

SUMMARY: Provides patients with high quality, efficient, and effective service via call center. Actively works to create and maintain a professional, positive patient experience.

PRIMARY RESPONSIBILITIES:

1. Knowledge and understanding of Employee Handbook.
2. Carry out the meaning of the CSMD Mission and Vision statements.
3. Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
4. Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
5. Be present and ready for work as scheduled.
6. Attend in-service trainings, departmental meetings, and community events.
7. Work cohesively with team members.
8. Greets patients, families, and providers in a courteous, friendly, and professional manner.
9. Effectively, comprehensively utilizes the electronic medical record (EMR) entering data, documenting, tracking, and managing patient care.
10. Confer with customers by telephone to provide information about services, take or enter appointments and cancellations, and obtain details of complaints.
11. Promptly and accurately documents in the patient's EMR.
12. Prior to transferring a call, explain to the caller that the provider or nurse may not be available and to leave a message to have a returned phone call.
13. If a provider's office or hospital calling for a specific provider or nurse and it is urgent, then page the respective person to have him or her answer the call.
14. Always project a friendly and upbeat tone at all times while interacting with callers and co-workers.
15. Maintain accurate confidential records of patients' interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
16. Recommend improvements in service to reduce or prevent future problems.
17. Coordinates requests for medical records with Health and Information Technology Manager.
18. Works with the Front Desk to schedule follow-up visits for patients.
19. Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.
20. Serves as backup for Front Desk staff inclusive of scheduling appointment for all new and established patients, rescheduling, insurance verification and accepting co-payments.
21. Performed other duties as assigned.

REQUIREMENTS:

1. High School Diploma or equivalent.
2. Must have ability to learn using Electronic Health Records; must have strong computer skills.
3. Excellent verbal and written communication skills.
4. Must have exceptional interpersonal communication skills.
5. Must be able to effectively resolve conflicts.
6. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.