Call Center Representative

Summary

The Practice Communication Coordinator supporting Mercy's Cardiology team is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The Coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience.

Responsibilities

• Scheduling office appointments and procedures

• Taking accurate phone messages, making reminder calls to patients per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, ensure referrals are in the system for upcoming appointments, flag offices for patients coming with high balances

• Sending out new patient packets

• Scanning documents

• Working work queues (WQs)

• Recommending workflow efficiencies to improve the patient experience.

• Provide patients with information on physicians, directions to locations and educational materials.

• Answer patients or physicians questions.

• Interviews callers to obtain full understanding of what information is being requested.

• Provide high quality customer service on every call.

• Promote teamwork and call center success.

• Responsible for satisfying the customer and maintaining the image of Mercy Medical Center.

• This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Requirements

• Education and Work Experience:

• Must possess a high school diploma or GED

• Prefer a minimum 1 year of experience in a similar role within a Medical Office Environment

• Prefer a Bachelors degree in management, healthcare administration

• Knowledge, Skills and Abilities:

• Microsoft Word, Power Point, Excel

• Microsoft Outlook

• Meditech (if applicable to position)

• Epic (if applicable to position)

• Performance Manager/NetLearning

• Computer proficiency and technical aptitude with the ability to utilize one or more of the following:

• Must be able to read, write, and speak the English language in an understandable manner.

• Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.

• Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.

• Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.

• Must be able to follow written and oral instructions.

Other Requirements:

● Must demonstrate outstanding interpersonal skills via telephone.

● Uses time efficiently.

● Works effectively with available resources to meet deadlines and enhance performance.

● Works and communicates effectively with all members of clinic staff.

● Demonstrates flexibility in an effort to meet demands and goals of clinic.

● Demonstrates knowledge of the clinic operations and related policies.

● Requires a working knowledge of: sub specialties in the department; medical and insurance terminology; hospital and provider referral protocols; medical insurance plans, billing, regulations, especially managed care plans.