Call Center Representative- Part Time

Job Title : Call Center Representative

Classification : Non-Exempt, Full-time

Reporting Relationship : Reports to the Director of Quality Assurance

Supervision Responsibilities : No

Essential Role : Provides critical first contact between patients and GraceMed Health Clinic, Inc. by scheduling patients for appointments for both dental and medical departments.

Duties & Responsibilities :

• Screens and routes patient calls efficiently and ensures accurate registration, appointment scheduling, and follow-up appointment scheduling into database.
• Responds to patient's questions by editing, canceling and re-scheduling appointments as necessary according to clinic protocols.
• Reminds patients to bring with them to each appointment; medications or list of medications they are currently taking, income verification documents, medical insurance information if applicable.
• Verifies patient information including demographics and medical / dental insurance coverage, as applicable, every time a patient comes to the clinic.
• Works diligently to minimize patient's time spent on hold on the telephone and answers incoming calls according to protocol.
• Calls and reminds patients of upcoming appointments according to protocol.
• Documents patient cancellations and failure to show for appointment per protocol.
• Maintains patient confidentiality at all times.
• Assists in the development and documentation of protocols related to his or her job functions.
• Takes patients lists home due to impending inclement weather. Cancels or reschedules patients if inclement weather occurs.

Qualifications :

Education / Certifications / Licenses / Registrations

Experience

Technical Skills

Behavioral

Working Conditions :

Administrative office environment. Ability to sit for long periods of time. Bending, stooping, and lifting (up to 50lbs.) may be required. Ability to read computer screens for extended periods of time. Interaction with physicians, patients and other office personnel. Must have visual acuity and manual dexterity to interface with computer. Must have auditory acuity to handle heavy phone call load and interact with patients effectively.

Work Schedule : Normal schedule is Monday through Friday 8 : 00 am to 5 : 00 pm., schedule may vary. May require overtime depending on patient volumes.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

This job description has been examined for compliance with the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA) (May 1995).

Confidentiality : As an employee of GraceMed Health Clinic, Inc., you are bound by principles of medical ethics. You have both a legal and moral obligation to protect the privacy of our patients. In the course of your work, you will have access to confidential information regarding patients, and / or the practices' confidential business. It is essential that you refrain from any discussions regarding personal information about a patient, a patient's condition, a patient's finances, proprietary company information and / or the practices' confidential business with any third person. This includes, but is not limited to, other employees, your spouse, family or friends. CONFIDENTIALITY IS SO IMPORTANT THAT ANY BREACH OF THIS POLICY WILL BE CONSIDERED GROUNDS FOR TERMINATION. Review and signature of the Agreement is a condition of employment.