POSITION SUMMARY
Call Center Representative is part of a highly functioning team who helps with operations of Tuba City Regional Health Care Corporation, which includes satellite clinics in LeChee, Bodaway/Gap, and Flagstaff. The Call Center Representative interacts with patients via telephone and perform a range of duties which includes, scheduling, gathering required information in preparation for the patient’s appointments. Providing effective customer service to those that need Health Care services. While following established clinic protocols, responsibilities include; educating patients of the care team and how they can improve their access to care; confirmation of appointments; answering patient questions to connect them to those who can help; identifying and carrying out clinical support duties associated with patient care services and administrative provider support. Uses tact and respect to communicate with patients and families during times of emotional and physical stress and collaborates with various departments to expedite patient services and improve patient satisfaction. This position requires the ability to work under conditions of frequent interruptions and a high-pressure environment, with the willingness to work a flexible schedule. Work schedules consist of holidays, weekends and nights; including emergency callback, after working hours, and weekends.
ESSENTIAL FUNCTIONS
- Handles all incoming telephone calls to make appointments and answer general questions and inquiries by utilizing all electronic resources available.
- Interacts with patients on the phone by answering questions, providing information, and provides support to patients in distress by responding to emergency situations.
- Schedules to ensure efficient patient flow based on predetermined appointment availability.
- Responsible for inputting very detailed information on the patient using Allscripts application. After completion of the call and input of the patient information, representative checks records verifying the details entered and adds any additional notes that may be necessary.
- Secures patient information and maintains patient confidentiality by completing and safeguarding patient medical information.
- Receives, Directs, Relays telephone, email and fax messages
- Maintains inventories of supplies and provides a list of what is needed to the supervisor.
- Participates in weekly huddles to determine any changes or operation of TCRHCC clinics and department services and satellite health care facilities.
- Completes assigned special projects independently by analyzing, researching, troubleshooting, and resolving issues as they arise.
- Uses Information Service Technology to manage internal and external scheduling appointments in timely manner.
- Stays informed of various clinical and hospital services, including appointment and referral systems and points of contact, to avoid unnecessary delay and confusion for patients.
- Utilizing the Call Center Allscripts scheduling software, which provides rapid and professional response to all physician and consumer inquires; appointment requests; ensures accurate appointment scheduling according to template guidelines; communicates with departments and primary care health centers for accurate and efficient scheduling.
- Serves as the clinic’s electronic health record (EHR) user and works with software systems for clinical, medical, laboratory, pharmacy and other healthcare office systems and provides training and orientation for new team members.
- Coordinates scheduling and identify referral placement and retrieving patient data from automated systems and the EHR.
- With the aid of the all software programs (Mitel, Imprivata Cortex, OneCall, etc.), provides rapid and professional response to all internal and external callers calling into to the healthcare centers’ main phone number.
- Provides answering service function clinical and administrative departments; verifies the clinical provider profile is correct and manages the answering service dispatch appropriately based on physician profile (call, email, etc.); and distributes messages appropriately.
- Initiates overhead standard emergency codes which includes; code blue, code red, rapid response, code pink, severe weather, disaster, active shooter, lockdown; initiates non-disaster group pages (leadership, nursing, etc.); ensures pages went out correctly and completes follow up documentation.
- Documents all security and medical codes, and that all code teams required to call back into the call center, call in timely and in the event of no call back, initiates ‘no contact’ protocols and calls code team member(s) at home and/or on cell; completes follow up documentation in software system and emergency log.
- Identifies and manages equipment (computer, software, telephone, and paging) outages and reports to supervisor on duty and/or manager via phone call or page if no supervisor is on duty.
- Maintains the on-call schedules in the web on call system; makes changes to the schedules after hours as needed; document changes and sends communication to House Supervisor and departments as needed.
- Must be able to perform the professional, clinical and or technical competencies of the assigned unit, department, or specialty.
- Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield.
- Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updates)
- Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee and external customer satisfaction.
- Performs other related duties as assigned.
MENTAL AND PHYSICAL EFFORT
The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical:
The work involves sitting for long periods of time; and, minimal standing, walking, bending, and reaching; and lifting, pushing/pulling objects up to 10 lbs. Requires the sensory ability for near, color, depth perception, seeing fine details, hearing normal speech, overhead pages over a loudspeaker; and, telephone use. As with any position in a healthcare facility the incumbent may be exposed to infectious diseases as there is a higher risk for any healthcare worker working on campus. Must be able to use both hands in using of keyboards.
Mental:
Must be able to effectively communicate to the patient what specific information is needed, the reason for requesting such information, and able to ascertain that it is accurate as possible. Incumbent must be empathetic, helpful, easy to work with, and have a positive attitude toward resolving different challenges throughout the day. Enthusiasm to work with customers on complex issues and a desire to find solutions by choosing the appropriate resource or directory and may make minor adaptations in established procedures; and recognize when to notify the supervisor of unique problems not covered by guidelines. Consequences of obtaining inaccurate information may delay necessary medical treatment, delay the billing process, and cause unnecessary frustration and problems. Incumbent will need the ability to often: cope with high level of stress; cope with anger/fear/hostility of others in a calm way; concentrate; handle multiple priorities in stressful situations; work alone; demonstrate high degree of patience; adapt to shift work; and, work in areas that are close and crowded. Incumbent may occasionally need to have the ability to make decisions under high pressure and handle a degree of flexibility.
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NECESSARY QUALIFICATIONS
Education:
- Must have a high school diploma or GED
Experience:
- One (1) year of work experience in direct communications and providing services to patients or the public; preferably in a healthcare related field.
- Three (3) months working in a fast-paced office environment with demonstrated ability to manage and prioritize multi-tasks and demands to meet deadlines and proficiency in typing with accurate spelling and grammar.
Other Skills and Abilities:
A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas:
- Ability to communicate professionally, effectively on the telephone, and provide excellent customer service
- Ability to relate to persons with diverse educational, socioeconomic, ethnic backgrounds
- Ability to handle confidential and sensitive information
- Ability to work independently, under pressure, handle difficult callers, and exercise good judgement to handle calls appropriately
- Ability to accommodate a non-traditional work schedule and excellent attendance and punctuality
- A strong work ethic with a desire to help and make a difference and contribute to an environment that promotes positive employee morale and personal job satisfaction
- Possession of high ethical standards and no history of complaints
- Proficient in computers and relevant software applications and practice management technology including electronic record keeping.
- Knowledge of customer service principles and practices
- Positive communication and working relationships with others.
- Completion of and above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
- Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
- Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
- Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading or incomplete information, as determined by TCRHCC.
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