<p>·       Responds to a high-volume of incoming and outgoing telephone calls and faxed referral</p><p>·       Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.</p><p>·       Facilitates communication between the patient and the physician or clinic</p><p>·       Delivers expert knowledge regarding clinic-specific processes</p><p>·       Accurately documents and routes calls to the proper department</p><p>·       Identifies urgent customer needs or operational issues, and escalates appropriately</p><p>·       Works with care teams, patients, and outside facilities to obtain necessary information required for care.</p><p>·       Communicates with the care team and support staff on various patient issues.</p><p>·       Obtains and updates insurance information.</p><p>·       Meets all regulatory and compliance standards</p><p>·       Delivers high-level of customer service</p><p>·       Follows documented protocols and guidelines</p><p>·       Meets and exceeds departmental quality assurance standards</p><p>·       Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding Hospital services</p><p>·       Uses functionality of the telephone system as required</p><p>·       Other departmental duties as assigned</p>

<p>·       High School Diploma or GED equivalent Experience</p><p>·       2 Years experience in Call Center, Receptions taking incoming calls and assisting with customer assistance. </p><p>·       1 year of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment</p><p>·       Type 40 words per minute</p><p>·       Excellent customer service skills</p><p>·       Knowledge of medical terminology</p><p>·       Demonstrated knowledge of proper English grammar in speaking and writing</p><p>·       Effectively listen to resolve patient&#39;s/customers inquiries</p><p>·       Maintain respect and composure in stressful situations</p><p>·       Navigate complex software tools and accurately input data</p><p>·       Effectively document caller notes into the medical record</p><p>·       Ability to adjust communication to fit the needs and level of understanding of the receiver</p><p>·       Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.</p><p>·       Working knowledge of EPIC or other patient/customer database</p>

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