Participates in team approach to increase patient numbers and maintain efficiency by answering calls, scheduling appointments, problem solving & triaging questions to appropriate parties, and offering service referrals as needed. Other responsibilities include accurate patient data collection, providing general health and contraceptive information. Communicate effectively and sensitively to patients from a wide range of backgrounds and ages. Must be pleasant, courteous and helpful. Requires an understanding of and commitment to quality healthcare and excellence in customer service.
The Contact Center is the primary point of contact for patients via telephone, setting the stage for a positive and supportive experience with our organization. Customer Contact Center fosters a positive work environment with internal and external customers by providing professional, efficient and caring services. Performs duties to ensure individual and team productivity metrics and compliance standards are maintained.
- Complies with all individual and team performance metric goals established by the Contact Center Management Team.
- Provide patients with accurate and clear information about appointment and services.
- Collect all relevant information to determine what type of appointment to schedule.
- Instruct patients on all information/documents that are needed at the time of the appointment.
- Collect information to fill supply orders
- Screen clients accurately for financial status, fee information and funding options.
- Understand funding sources and be able to discuss with clients as appropriate.
- Process online appointment requests when needed.
- Collect insurance information and verify coverage.
- Problem solves and triage calls/questions to appropriate medical personnel.
- Maintains confidentiality and exercises sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with clients.
- Prepare Contact Center for opening and secure for closing as required.
- Comply with HIPAA confidentiality and Mandatory Reporting requirements
- Adhere to all reporting requirements and state laws relevant to the abuse of minors.
- Notify Call Center Management when issues or problems arise.
- Schedules are not permanent and may change based on call volume or Contact Center staffing needs.
- Some schedules/shifts require Saturday and/or Sunday shifts based on call volume & staffing needs
QUALIFICATIONS
- To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- LEVEL ONE: Minimum 1 year of experience in health care or customer service work. Excellent customer service skills, including anticipating additional needs of the customer beyond their current use of PPGOH services and ability to change communication style according to the needs of the audience and the situation. Excellent teamwork skills and planning and organizing skills. Picks up on technical things quickly; is good at learning new skills. Excellent attention to detail, thorough in accomplishing a task. Experience in a call center or health care setting helpful. Ability to maintain confidentiality of all PPGOH business and activities, on and off of the job. Data entry skills and understanding of business office procedures, plus previous medical or laboratory skills helpful. Experience demonstrating good communication skills, trustworthy nonjudgmental manner, and ability to work with individuals of a diverse socioeconomic background. Willingness to work with volunteers.
LANGUAGE SKILLS
- LEVEL ONE: Ability to read and interpret documents such as safety rules, operating and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively 1:1 with co-workers, internal and external customers, and outside community organization representatives.
MATHEMATICAL SKILLS
- LEVEL ONE: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
- LEVEL ONE: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
PHYSICAL DEMANDS
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- While performing the duties of this job, the employee is required to continuously type, talk, hear, frequently sit, stand, walk, reach, grasp, handle small objects, use repetitive motions of the hands and wrists. Work requires occasional bending. Rarely requires repetitive motion of the feet. Must be able to occasionally lift and/or move up to 25 lbs., operate a computer including keyboard, multi-key telephone, and move freely throughout the department and examining rooms.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job involves weekend, evening and at times holiday hours, early morning meetings, frequent interruptions, extensive computer work, and contact with hazardous materials.