Communications Representative

Communications Representative

Minimum Education :

High School Diploma or GED equivalent, Associates preferred

Higher education may be substituted for experience

Minimum Work Experience :

2 years or more experience in a Hospital or inbound medical customer service / call center setting

Bilingual in Spanish helpful

Required Licenses / Certifications :

N / A

Required Skills, Knowledge, and Abilities

Excellent communication skills

Proficient with Outlook and working with dual monitors

Strong attention to detail

Familiarity with medical terminology

Familiarity with EMR systems

Type at least 40-50 wpm

Able to work under high pressure situations

Flexible with working hours including Saturdays and overtime

Ability to communicate effectively, concisely and clearly on the telephone

Ability to multitask, can work in a fast paced clinical environment, can engage patients, peers, and supervisors in a dedicated, comforting, respectful and effective way and has the ability to adapt to change

Essential Functions :

Interacts with Patients and other parties to answer telephone inquiries, make appointments, troubleshoot problems, provide information and evaluate patient needs over the telephone.

Provide exceptional customer service to all callers and inquiries.

Respond to incoming phone requests from patients, provider offices and hospitals with courteous and accurate information.

Utilize EMR to schedule, change or cancel appointments, register patients and accurately document all patient requests and information.

Utilize Outlook, Skype, texting systems and phone system to coordinate with other staff members to resolve patient issues.

Always use strong customer service skills to ensure patient and provider satisfaction.

Document patient needs and concerns in the EMR system with accuracy for safety and security.

Be professional at all times with patients, team members and all Management staff.

Act as a liaison with patients, general practitioners, health care professionals, and patient's family members in a compassionate and kind manner.

Direct calls to the appropriate offices and parties.

Work recalls, waitlists and review Provider schedules daily for open availability of appointments.

Reply to answering service messages and portal inquiries.

Adhere to departmental metrics for answering, moving and average talk time per call.

Ability to handle confidential and sensitive information for HIPAA compliance.

All other office responsibilities as assigned by their supervisor or Physician as deemed necessary.

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