Call Center Specialist
: Job Details :

Job DetailsLevelExperiencedJob LocationWheaton - Wheaton, MDDescriptionJOB TITLE: Call Center SpecialistPAY: $22/hr**4 DAY WORK WEEK**COMPETITIVE BENEFITS PACKAGE**FREE PARKINGGENERAL STATEMENT OF DUTIESAnswers all incoming calls for Wheaton, Chevy Chase, DC, Shady Grove, Frederick, Fairfax and OAC, schedules appointments, performs schedule confirmations and tasks scheduling messages to doctors and triage nurses. SUPERVISION RECEIVED: Reports directly to Call Center and Director of Clinical PracticeSUPERVISION EXERCISED: NoneLocation: Wheaton, MDCell Phone Required TYPICAL PHYSICAL DEMANDSRequires prolonged sitting. Assistants. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine and postage meter. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced. TYPICAL WORKING CONDITIONS Work is performed in the call center. Work may be stressful at times. Call volume may be heavy at times. Interaction with patients, with people who are ill, their families, and other medical groups and vendors.EXAMPLES OF DUTIES: (This list may not include all duties assigned.)

Answers telephone for Wheaton, Chevy Chase, DC, Shady Grove, Olney, Frederick, Fairfax and OAC, screens calls, takes messages and provides information in a timely manner

Warm transfers calls to the appropriate department or staff member

Schedules appointments according to scheduling specifications for each physician

Verify new patients benefits and eligibility when Eligibility department is short staff or not available

Keeps physicians schedule full

Handles outside physicians calls as follows: The ARA physician is contacted Physician is given patient's name and other pertinent information if is regarding an existing patient

CALL CENTER SPECIALIST EXAMPLES OF DUTIES (cont.):

Informs the reception desks with cancellations/add-ons/ or patients running late

Enrolls and aids patients with patient portal registration and navigation

Backs up the triage nurses with sending task when no one is available;

Assist offices managers when needed with the patient waitlist

Assist office managers when needed with rescheduling patients that need to be moved because doctor has closed or changed the schedule

Runs error reports to capture and correct any scheduling errors

Performs other related work as required

Other Duties as Assigned: The assignment of duties to employees is not limited to the content of this job description. Other tasks and assignments may be related to the work usually assigned to the employee, but in some circumstances may be completely unrelated.

PERFORMANCE REQUIREMENTS: Knowledge, Skills and Abilities

Skill in greeting patients by answering the telephone in a pleasant and helpful manner

Ability to speak clearly and concisely

Ability to read, understand, communicate and follow oral and written instructions. Knowledge of grammar, spelling and punctuation

Skill in operating a computer, typewriter, photocopier, fax machine and postage meter. Excellent interpersonal skills

Ability to establish and maintain effective working relationships with patients, employees, physicians, and the public

Ability to work in a fast paced, stressful environment

Ability to perform more than one task at a time at a fast pace and accurately

Detail oriented

COMPLIANCE:

Obtains proper signatures before releasing records.

Follows HIPAA regulations for maintaining patient confidentiality and the handling

of medical information.

Demonstrates a strong commitment to honest and responsible corporate conduct.

Identifies, reports and /or prevents any fraudulent or unethical behavior is

observed within the organization.

Initiates notification to management if inappropriate behavior is observed within

HIPPA- Minimum Necessary Access to PHIThe responsibilities associated with this position allow access to the computer role Call Center Specialist We are committed to enforcing minimum necessary access to our patient's PHI by limiting the uses and disclosures of this information within our practice. In order for this employee to carry out his/her (carry out TPO) in a manner that best serves our patients, the employee needs access to the afore mentioned computer role . Role descriptions are the explicitly defined in our HIPPA manual.Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.Education:High School Diploma or GEDExperience:

Customer Service Experience in Health Care or Physician's office

One-year medical office experience as a medical receptionist.

Computer experience required.

Disclaimer:The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.