Call Center Specialist

The Position: The Call Center Specialist works in the call center answering all incoming phone calls for the practice. This position is the first point of contact for patients, family members, referring physicians and their staff, hospital staff, and other members of the community. Employees will work a set shift as determined by the supervisor or if the employee is a floater, hours and work location may vary. Enjoy weekly pay with the opportunity to grow in a team-oriented work environment. This is a remote position.

This position Reports to: Patient Services Manager

FLSA : Non Exempt

Job responsibilities :

• Answer incoming calls promptly and while demonstrating excellent customer service skills.
• Listen and ask probing questions to determine the reason for the call and then handle the call accordingly.
• Schedule patient appointments for pulmonary and sleep
• Obtain and enter accurate demographic information into Allscripts.
• Schedule appointment according to current policies
• Inform caller of arrival time, items to bring to appointment, cancellation policy, etc.
• Disseminate patient questions and refills requests via EMR to the MA/provider.
• Provide basic information, guidance, and instructions to callers.
• Distribute consultations and enter MD Coder.
• Complete appointment requests are made online.
• Gather patient records for local hospital systems (Bon Secours and HCA)
• Assist with patient rescheduling as needed.
• Assist with EMR indexing of incoming documents when/if needed.
• Assist with EMR output queue when/if needed.
• Assist with scheduling faxed and electronic new patient referrals.
• Adhere to Pulmonary Associates’ standards of excellent customer service to patients, caregivers, providers, coworkers, and those outside of Pulmonary Associates always.
• Adhere to HIPAA policies and procedures to protect patient privacy and security.
• Perform other duties as assigned by provider, supervisor, or member of Administration.

Education: High School Diploma or equivalent

Experience: One year experience in a call center environment and / or in a medical practice is preferred.

Certifications: None required

Knowledge

• Knowledge of pulmonary and sleep terminology and medications
• Knowledge of medical office protocols and procedures
• Knowledge of medical insurances

Skills

• Excellent Customer Service skills, including building rapport, showing empathy, active listening, probing, problem solving and de-escalating upset callers.
• Skill in learning new computer software and web-based applications.
• Skill in using Allscripts PM and EMR, Connect Care, H Care access and MD Coder

Abilities

• Ability to work under pressure and stress in a high-volume call center environment.
• Ability to recognize and respond appropriately to urgent situations.
• Ability to effectively communicate verbally on the phone and in writing in email and EMR messages.
• Ability to adapt to changes in policies, processes, and systems.
• Ability to work quickly and multitask while paying close attention to detail.
• Ability to use good judgment.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Employer Paid Life insurance and LTD.
• Paid time off
• Vision insurance
• WEEKLY PAY

Physical / Mental Demands:

• Sitting for long periods of time as well as occasional standing and walking.
• Manual dexterity for using a computer keyboard and office machines.
• Ability to view computer screens for long periods.
• Occasional stress related to workload and physician / patient demands.