Medical Call Center Specialist

Job Summary:

The Medical Call Center Specialist is responsible for answering a high volume of inbound clinical calls and making outbound calls to our customers. Responsibilities also include retrieval of patient/caller information from various transmittal modes and entering pertinent data into a computerized system as well as forwarding information to appropriate health care professionals. May perform clerical support to include mail, copying and other clerical duties as assigned.

Education:

Required:

High school diploma or its equivalent in educational achievement

Preferred:

Some college

Experience:

Required:

Computer competency including data entry. Experience answering multiple lines/switch board experience

Preferred:

Operator and receptionist experience. One-year experience in medical field using medical terminology

Position Requirement(s): License/Certification/Registration

Required:

Preferred:

Department Position Summary:

The Medical Call Center Specialist utilizes a contact management system, N-Centaurus, as well as an electronic medical records system, EPIC.

Ability to work in high volume, fast-paced environment under time and material sensitive conditions.

Requires high levels of concentration for extended periods of time in occasional stressful situations and must be able to sit in a confined position for long periods of time.

Demonstrates the ability to organize and complete a large volume of work load accurately with minimal supervision.

Must be courteous and ready to assist callers.

Handles a high volume of inbound clinical calls and outbound calls.

Work with registered nurses and department leads for continuous quality improvement.

Ability to recognize medically emergent calls and to rate all calls according to their urgency as determined by a value system developed by the call center.

Process each call as adequately according to need; provide correct information for offices.

Obtain patient information and process all scheduling requests for deaf interpreters and communicating with the unit or physician practice when the interpreter has been assigned and scheduled.

Accesses reports and collects data as required.

Must have excellent listening skills and the ability to communicate with people on a broad socioeconomic and professional continuum.

Ability to perform duties while ensuring confidentiality and privacy for the caller and patient.

Check voice mail messages, document, and return calls as necessary.

Gather patient and triage information and forward appropriately for physician practices during operating hours and after hours.

Provide answering services for both EMG practices and subscribers operating hours, after hours, and on weekends.

Receive and process clinical calls for the Children�s Outpatient Center (CHOC) during operating hours, after hours and on weekends.

Must pay close attention to detail for all calls to interpret medical technology and react to situations in a timely

Must be able to work and communicate with the public and co-workers.

Ability to demonstrate good customer service skills, handle customer oriented priorities with poise, make logical decisions in a timely manner, have a pleasing personality, excellent phone etiquette, and courtesy.

Must be flexible to work varied shifts and days, including weekends and holidays as needed to provide seven days a week services.

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