Client Service Representative - Health On Demand

Arnot Ogden Medical Center Elmira , NY 14901

Posted 3 weeks ago

MAIN FUNCTION:

Handles Call Center incoming and outgoing calls to include management and documentation for record keeping. Is responsible for tracking volume, invoicing and tracking income for all revenue producing functions. Oversees the Arnot Health Complaint Handling Process. Maintains a functional office work environment.

DUTIES AND RESPONSIBILITIES:

Client Service Duties

1.Answers, manages and directs incoming call center calls.

2.Expresses ideas, facts and information in a clear and concise manner both orally and in writing.

3.Demonstrates familiarity with call categories and transfers all nursing calls to Health on Demand telenurses. Accurately assesses callers needs and recognizes the necessity for nursing intervention.

4.Handles incoming telephone inquiries, including program registrations, screening registrations, community and Arnot Health information requests, etc., as defined by department policy.

5.Handles clerical outbound calls, including all appointment reminders, surveys, etc., as defined by department policy.

6.Maintains absolute proficiency in computer applications required for work function. These include but are not limited to the Microsoft Office Suite, CentaurusCallCenter, and clinical information systems of the Arnot Health and Arnot Medical Services, PC.

7.Facilitates positive interactions between callers and the Arnot Health and physicians' offices.

8.Is familiar with patients' rights per Arnot Health policy and demonstrates awareness of HIPPA and other patient confidentiality issues.

9.Interacts effectively with physician's office staff and outside answering services to meet patients' needs.



  1. Oversees the complaint process, to include documentation, managing follow-up and preparing reports for internal and external use.

Other Duties



  1. Maintains databases and records as required for community health and telenurse functions.

  2. Creates reports as required for medical call center to include volume and category reports for internal analysis and as requested by administration for action and planning.

  3. Tracks volume, invoices and tracks revenue for revenue producing functions, to include answering service, doctor reminder calls, and disease management programs.

  4. Maintains a working office environment, to include ordering and maintaining office and community health supplies, maintenance of policy and procedure manual, overseeing maintenance of facility and equipment and collaboration with the Health on Demand Coordinator on staffing issues.

  5. Interacts effectively with other Arnot Health departments and personnel utilizing or supporting call center services.

  6. Facilitates contractual agreements between new answer service clients and Health on Demand.

  7. Facilitates the establishment of specific practice protocols between new answer service clients and Health on Demand.

  8. Is responsible for attending all annual mandatory educational programs as required by position.

  9. Provides age-appropriate communication support to address the needs of the neonate, infant, children, adolescent, adult, and geriatric patients.

  10. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer's needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Arnot Health.

  11. It is understood that this job description lists typical duties for the classification and is not to be considered inclusive of all duties which may be assigned.


EDUCATION:

High School diploma or equivalent.

EXPERIENCE:

Three years clerical experience in hospital or healthcare setting, patient care, ambulatory or medical practice preferred. Proficiency in operation of IBM-compatible personal computers, with required experience and proficiency in the Microsoft Office Suite applications. Must have good listening, verbal and writing skills and demonstrated ability to communicate well with the general public and medical office staffs. Must have exceptional customer service skills.

CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:

No CPR required.

PHYSICAL DEMANDS:

Typical professional office. Work activity will involve computer operation and telephone usage.

EXPOSURE CATEGORY:

Category III. Tasks that involve no exposure to blood, body fluids, or tissues. And Category I tasks are not a condition of employment.

A.D.A. Essential Functions


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Field Service Representative (NysegNyElmira)

Iberdrola

Posted 2 months ago

VIEW JOBS 10/30/2022 12:00:00 AM 2023-01-28T00:00 <p>Job Info</p><p>POSITION - Union - Field Service Representative (NYSEG-NY-Elmira)(37666)</p><p>NUMBER OF POSITIONS - 1</p><p>LOCATION -NYSEG-NY-Elmira</p><p>Responsibilities</p><p>Under directive supervision performs the following meter work:</p><ul><li><p>Installs, exchanges, and removes all single phase self-contained electric meters and residential type gas meters.</p></li><li><p>Follows all required policies and procedures pertaining to reconnects and disconnects of self-contained and secondary electric meters and gas meters per qualifications.</p></li><li><p>Collects or arranges for customer payments as directed via field or telephone contact. Responsible for the security of payments collected.</p></li><li><p>Miscellaneous tasks such as obtaining special meter readings, locating meters, gathering data to investigates customers' inquiries or complaints.</p></li><li><p>Operates mobile devices required to record data pertinent to assigned tasks.</p></li><li><p>May be required to read meters and perform other related or less skilled work.</p></li></ul><p>Skills and Requirements</p><ul><li><p>Should have had one or more years Company experience in work which provides a basic understanding of meter work and customer connections.</p></li><li><p>Should have had experience in meeting and dealing with the public.</p></li><li><p>Should be able to perform routine operations of moderate complexity and variety.</p></li><li><p>Must become familiar with the Company's rules and regulations applying to service and meter work.</p></li><li><p>Must be familiar with and follow the Company's safety rules.</p></li><li><p>Must be able to obtain required operator qualifications.</p></li></ul><p>Qualifications</p><ul><li><p>Must be able to complete physically demanding tasks on a regular basis.</p></li><li><p>Must be able to meet public in pleasant, tactful manner.</p></li><li><p>Must be willing to work extra and/or irregular hours and/or a shift schedule as required.</p></li><li><p>Must be particularly alert in observing hazards and avoiding accidents.</p></li><li><p>Must be willing to work in various weather conditions including heat, cold, rain, and snow.</p></li><li><p>Must be willing to work extra hours as required, including storm work.</p></li><li><p>Must be self-motivated and a team player.</p></li></ul><p>Competencies</p><ul><li><p>Be a role model</p></li><li><p>Be agile</p></li><li><p>Collaborate and Share</p></li><li><p>Develop Self and Others</p></li><li><p>Empower to grow</p></li><li><p>Focus to achieve results</p></li><li><p>Technical Skills</p></li></ul><p>Mobility Information</p><p>Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.</p><br> Iberdrola Elmira NY

Client Service Representative - Health On Demand

Arnot Ogden Medical Center