Summary

Responsible for the day-to-day activities at the Call Center to facilitate efficient operations, provide and model high quality customer service experience to callers, assist with new hire training, and escalate patient complaints. 

Responsibilities

Duties and responsibilities include, but are not limited to:

• Placing, receiving and routing a high volume of calls through the switchboard.
• Greeting callers in a compassionate, congenial and professional manner.
• Providing assistance to patients and family members, answering questions and supplying accurate and up-to-date information to callers.
• Relaying messages or transferring calls to appropriate staff in response to patient’s requests.
• Paging physicians and/or clinical staff with emergencies.
• Assisting callers in scheduling appointments according to each provider's individual protocol requirements.
• Following established insurance protocols to ensure patient insurance plan is accepted by the scheduled provider
• Updating patients insurance and demographic information 
• Scheduling patients for office visits and office procedures
• Rescheduling appointments per request by patients or physicians
• Transferring calls to and from the answering service.
• Retrieving messages from the group message mailbox and answering service; following through on calls to completion.
• Assisting with on-the-job training of new employees. 
• Escalating patient complaints to the Call Center Manager or other appropriate manager as needed.
• Adhering to the assigned work schedule; being ready to work at the scheduled time.
• Maintaining knowledge of:
• Each physician’s specialty and scheduling preferences.
• PhoneTree; automated confirmation and cancellation of clinic calls.
• IBJI locations, physicians, and the services provided at each facility.
• The telephone system and answering service functions.
• Completing other comparable duties and assignments as directed.
• Assisting in maintaining a clean and safe work environment.

Benefits

Base salary offers for this position may vary based on factors such as location, skills and relevant experience. We offer the following benefits to those who are benefit eligible (30+ hours a week):  medical, dental, vision, life and AD&D insurance, long and short term disability, 401k program with company match and profit sharing, wellness program, health savings accounts, flexible savings accounts, ID protection plan and accident, critical illness and hospital benefits. In addition, we offer paid holidays and paid time off. 

Requirements

• Education
• High school diploma or equivalent required
• Associates degree preferred (healthcare related field a plus)
• Experience
• Minimum 3 years of customer service experience preferred
• Minimum 1 year in a patient services related role required
• Skills
• Must possess outstanding customer service skills and be detail oriented
• Possess good working knowledge of Microsoft Office, Windows-based computer applications
• EHR experience, Epic experience is preferred       
• Must have a pleasant voice and a clear manner of speaking
• Proven professional written and verbal communication skills 
• Develop and maintain positive working relationships
• Able to multi-task and work in a fast-paced environment.
• Ability to explain an extensive variety of instructions, collect data, establish facts and draw valid conclusions.

Physical/Mental Demands

• Work may require hand dexterity for office machine operation; using a calculator and/or computer keyboard.  
• Physical demands may also include, stooping, bending or reaching to files and supplies, wearing a headset, mobility to complete errands or deliveries, sitting for extended periods of time and viewing a computer monitor.

Environmental/Working Conditions

• Must be available to work a flexible schedule to meet the demands of a changing scheduling environment and accommodate the needs of the practice.
• Work is performed in an office environment and involves frequent contact with physicians, staff, patients, and the public. 
• Work may be stressful at times.  
• Contact may involve dealing with angry or upset people.

This description is intended to provide only basic guidelines for meeting job requirements. Duties and responsibilities, experience, qualifications, skills, supervisory relationship, physical/mental demands, and environmental/ working conditions may change as needs evolve.