PATIENT SERVICE REPRESENTATIVE

POSITION SUMMARY

The Patient Service Representatives are the "voice" of the health centers and often give customers their first impression of CCHS. This position fields incoming calls and questions, referring callers to appropriate sources, transferring callers efficiently, and taking detailed and accurate messages for staff members.

KEY RESPONSIBILITIES

• Answers and routes all incoming telephone calls, ensuring callers are directed to appropriate location properly and quickly; uses overhead paging system effectively, when needed.
• Schedules appointments via computer scheduling system, taking into account doctors' weekly schedules, including on-call schedules.
• Takes detailed phone messages for administrators, physicians, nurses, and other staff members, including date, time, and operator's initials; emails messages to nurses from physician offices.
• Schedules appointments and makes reminder calls for patient appointments and recall services within the health centers and dental centers.
• Answers questions from patients, when possible, or refers questions to appropriate alternative source.
• Performs other duties as required.

POSITION REQUIREMENTS

Education: High school diploma or equivalent.

Experience: Six to 12 months experience in customer service; demonstrated positive speaking skills; working knowledge of computers and telephone etiquette.

Licenses or Certifications: Must be Bilingual (Spanish)

Mental Requirements

Level 1 - Requires some concentration and normal attention. Generally, once the job is learned, the tasks can be performed more or less automatically.

Level 2 - Requires high periods of concentration intermittently and normal attention. Generally, even once the job is learned, tasks will require normal attention to deal with recurring variables.

X

Level 3 - Requires a high level of concentration and high level of attention intermittently. Generally, the approach to tasks may be consistent, but the number of steps required and/or the number of variables involved creates the possibility of errors unless the incumbent pays close attention.

Physical Requirements

Activity

Approximate % of Time

Comments

Sitting

80%

Standing

10%

Walking

10%

100%

Approximate percentage of time spent lifting, pulling and/or pushing: N/A

Maximum number of pounds required (with or without assistance): N/A

Types of objects the incumbent is required to lift/pull/push. N/A

Machines and Equipment Used:

Machines, Equipment, Tools

Approximate % of Time

Degree of Hand:Eye Coordination Required

• Computer

100%

High

• Fax machine

10%

Normal

• Telephone

100%

High

Approximate percentage of time incumbent spends in "on-the-job" travel, excluding commuting to regular work location: 0%

Working Conditions

Typical office environment.