POSITION SUMMARY
The Contact Center Representative answers and fields various types of calls while being familiar with the different KC CARE departments. Responsibilities include scheduling patient appointments, data entry, knowledge of provider schedules, transferring calls to the appropriate party, and other assigned daily tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Schedules patients in Electronic Medical Record for a multi-specialty health center or suggests other resources if the clinic is unable to meet the patient/client needs
- Applies critical thinking and effective problem-solving skills
- Verify upcoming schedules to ensure changes have been made to scheduled clinics
- Identifies problems and works with clinic management to facilitate any necessary changes
- Pays attention to details and is organized
- Ability to decipher patient inquiries and determine next steps
- Answers the telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.).
- Answers a multi-line telephone while providing quality customer service
- Checks voicemail and returns patient calls
- Receives and relays patient complaints to management in a timely fashion.
- Ability to prioritize heavy workloads and work at a fast pace
- Follow daily schedule to complete assigned tasks
- Facilitate rescheduling of patient appointments when provider’s clinic is cancelled
- Ensures strict confidentiality, adhering to established HIPAA guidelines and regulations as well as clinic policies and procedures.
- Ability to communicate clearly and effectively with patients and staff
- Attentively listens to patient and staff inquiries
- Acts as patient and provider relations representative by answering patient inquiries on the telephone
MINIMUM REQUIREMENTS
- High school diploma or equivalent
- 1 year of health care scheduling, health care office, or call center experience.
- Ability to read, write, and communicate clearly in Spanish and English.
PREFERRED REQUIREMENTS
- Some college course work
- Experience with eClinical Works (eCW)
