Call Center Associate in Stephenville, Texas at Stephenville Medical & Surgical Clinic

Position Title: Call Center Associate

Department: Call Center

Exempt/Non-Exempt: Non-Exempt

Reports to (title): Call Center Manager

Supervises (titles): None

Positions Summary: (a brief statement that describes the scope and purpose of the position)

Call Center Associate are responsible for scheduling patient appointments and rescheduling patient appointments. Responsible for answering incoming calls, taking messages, and forwarding messages to the appropriate clinical staff or provider. Responsible and accountable for compliance with regulations mandated by governmental agencies as well as Policies and Procedures established by the Board of Directors of SMSC.

Position Qualifications: (a statement of essential knowledge, skills, experience demands, physical and emotional conditions associated with the position)

• High School diploma or equivalent with ability to read, comprehend and carry out written instruction, policies and procedures.
• Computer proficient
• Working knowledge of insurance
• Good communication skills with ability to interact in a positive, professional manner with a diverse patient base, bilingual in Spanish a plus.
• Perform job duties in a fast-paced environment and maintain professional demeanor and exercise sound judgment in emergency situations.
• Think rationally and reason logically
• Maintain regular attendance and meet attendance requirements of the job which often will include working after 5:00 p.m. and Saturday mornings
• Must understand concept of good customer service and possess skills to provide it
• Maintain absolute confidentiality
• Ability to sit for extended periods of time using telephone and computer

Working Conditions: (A summary of work environment)

Fast paced clinic with diverse patient base.

Responsibility/Standard of Performance:

Weight Responsibility Standards of Performance

(percentage of time spent on specific duty and standard employee is held to in performance of duties)

80%

General Call Center Duties

Schedule patient appointments in EPM according to individual physician guidelines, entering valid patient phone numbers and address, and entering a reason for visit in the ‘Detail’ section 100% of the time. Verify and update patient demographics and meaningful use measures in EPM 100% of the time. Verify patient insurance according to procedure. Reschedule appointments as necessary due to physician schedule changes. Call or use the Patient Portal to reschedule. Mail an EHR generated letter if unable to reach by phone. All patients are notified of rescheduling 100% of the time. Document appointment no shows in EPM and EHR and contact patient to reschedule via phone, patient portal, or mail if unable to reach. Complete and document all other patient communications including out-going and incoming calls etc. in the patient’s chart. Responsible for documenting any other patient contact including patient “no shows,” cancellations, etc. according to procedure Answer telephone quickly and courteously. Standard is to answer by third ring 95% of the time. Take messages for physicians and/or clinical staff according to procedure and document in patient’s chart 100% of the time. Messages must include: caller’s name, relationship to patient, best number to reach caller, problem, and if related to medications, pharmacy used and allergies. Take and task messages through EHR immediately. Emergency messages are to be tasked and also verbally relayed to provider/clinical staff immediately. Any order for treatment, including shots or issuing medication samples to patients must be referred to the nurse to handle 100% of the time. Assist other department receptionists in answering phones.

10%

Customer Service

Responsible for treating others politely and with respect. Must always remain professional, polite and considerate of patient needs. Must have the ability to listen and respond concisely, yet accurately to questions asked. Responsible for problem solving and not letting patient expectations go unmet. Demonstrate a desire to be responsive, make others feel welcome and that you are eager to help them. Get along well with patients, providers and co-workers.

5%

Operations

Responsible for overall smooth operation of department with emphasis on good customer relations. Inform supervisor of problems, building or equipment repairs, training or supply needs.

5%

Other duties assigned

Attend monthly staff meeting 100% of the time unless absence approved by supervisor. Wear ID badge 100% of the time. Follow all clinic policies and procedures 100% of the time.

H/8: Access to email, web surfing, time card, work order tracking system and interoffice instant messaging. Limited access to patient insurance and financial data. Ability to modify insurance data. Access to medical data is limited to templates, documents, modules and scanned information specified as pertinent to job duties. Limited ability to add information to the patient chart, no ability to modify or delete data entered by another user. May have access to view and print patient data in Orchard Harvest and PACS, as provided by Lab/Xray department managers, as needed for job function. (Receptionists)

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time.

_______________________ __________ _______________ _________

Employee Date Supervisor Date

Original: Personnel File

Copy: Employee

Revised: 11/3/06; 2/8/14;5/29/14;12/28/15;04/14/17;8/23/18;3/27/19;2/17/24:9/18/26

Reviewed at annual Performance Evaluation