Clinic Call Center Representative (Remote)

Summary:

The Clinic Call Center Representative is the first point of contact at the Corvallis Clinic to help find solutions to questions and various inquiries that impact patient care and our clinical staff. This position is responsible for handling incoming, outgoing, and inter-office calls in a timely and efficient manner. The primary function of this role is to identify and handle customer inquiries completely and accurately by utilizing customer service skills to optimize the opportunity of each customer contact.

Responsibilities:

• Will participate and maintain a culture within The Corvallis Clinic consistent with the content outlined in the Service and Behavioral Standards Caregiver Handbook. To this end, employee will be expected to read, have familiarity, and embrace the principles contained within.

• Take inbound calls, handles routing of calls/tasks, books appointments, and verifies patient insurance coverage. Provide excellent customer service as a representative of the Corvallis Clinic.

• Responsible for making patients and their needs a primary focus. Ensure efficient and prompt responses to inquiries. Cultivate positive and productive patient relationships with the Corvallis Clinic.

• Utilize system policies and procedures to try and meet patient's needs and seek information to recognize patient preferences and facilitate solutions to patient problems.

• Communicate effectively with customers, staff, and Providers.

• Ability to establish and maintain effective working relationships within the department and with clinical staff as required by the duties of the role

• Contact medical office staff or provider promptly when an acutely ill patient calls in.

• Maintain confidentiality of the Corvallis Clinic's customers and data.

• Use technology tools as directed and within established guidelines.

Education, licensure, and experience:

• High school diploma or equivalent required.

• One year experience in high-volume customer service focused call center required, which includes demonstrated leadership, problem solving and organizational skills (healthcare or hospitality industries preferred).

• Experience or training with computer applications required.

• Experience or training with medical/insurance terminology preferred.

• Candidates with healthcare related experience preferred

• Experience or willingness to learn proficiency in the use of telecommunications hardware, software, and PBX platform as well as multiple IT applications

• Eagerness to contribute to responsibilities that will impact patient care through a positive, customer service-based approach and solutions-based mindset

Knowledge and skills:

• Must have working knowledge of the Referral process.

• Service Orientation

• Successfully apply knowledge of various resources/models of recovery to assist and care for others.

• Clerical

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.

• Confidentiality

• Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information. Ability to comply with laws and maintain confidentiality of patient information.

• Time Management

• Ability to proactively organize, plan and prioritize work to complete within required time frames and to follow-up on pending issues. Ability to perform multiple tasks simultaneously and thrive in dynamic fast-paced environments and under pressure.

• Team Building

• Ability to work, function and communicate successfully on a remote, multi-disciplinary team. Possess the knowledge and skills to develop constructive and cooperative working relationships with others and maintain them over time.

• Social Perceptiveness

• Ability to work with a diverse population of patients. Possess personal sensitivity to the needs and experiences of others.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

This is a 100% remote position. Successful performance will require a designated space at home conducive to a productive work environment, quiet and without distraction, ensuring HIPAA rules and patient confidentiality is secure.