Role:
Provide assistance to all individuals contacting the Hutchinson Clinic by scheduling appointments, collecting/verifying patient demographics for patients or sending messages to the appropriate provider offices. Providing excellent and efficient customer service in a closely monitored contact/call center environment is paramount to success.
Essential Functions & Responsibilities:
- As initial contact to the clinic by callers, provide positive and professional impression while providing efficient, patient focused customer service.
- Perform and maintain patient appointment scheduling through Noble communications system in accordance with established protocol.
- Provide information, take, and distribute messages and direct calls to individuals or departments as appropriate.
- Accept payment on account via Phreesia system upon request of patient.
- Obtain and enter accurate patient demographic information into PM System.
- Work as a member of a team with flexibility to meet the needs of the department.
- Meet or exceed established department benchmarks and/or quality indicators set for position level. These are monitored through dashboards, audits, and other quality reporting tools.
- Attend training events and meetings upon request.
- Consistently demonstrate good use of time and resources
- Regularly support compliance and accreditation efforts as assigned (e.g., OSHA, HIPAA)
- Be familiar with and consistently implement the organizations mission and all approved policies, protocols, and procedures.
- Performs other duties that may be assigned from time to time.
Qualifications:
- Experience: Previous call center or other customer service experience preferred.
- Education: High School Education or GED equivalent.
- Other Skills:
- Speaking Talking to others to convey information effectively .
- Service Orientation Actively looking for ways to help people .
- Ability to operate communications equipment or systems.
- Utilize sound judgement in handling patient complaints .
- Ability to deal with the public efficiently, politely, and effectively .
- Basic computer skills which enable the entry and retrieval of data including the use of Microsoft Word and Outlook.
Work Environment & Physical Requirements:
- Work will require sitting for long periods of time while answering high call volumes.
- Requires manual dexterity sufficient to operate a computer keyboard.
- Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
- Work is performed in a call center environment, - indoors with regular noise from coworkers taking calls.
- Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies.
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of Hutchinson Clinic.
Skills Required
- High school diploma or GED
- Previous call center or customer service experience
- Ability to operate communications equipment and phone systems (answering, routing)
- Experience using Phreesia to accept payments
- Ability to obtain and accurately enter patient demographic data into PM system
- Basic computer skills including Microsoft Word and Outlook
- Strong verbal communication and service orientation
- Ability to meet call center benchmarks and work in a closely monitored environment
- Familiarity with HIPAA and willingness to support compliance and accreditation efforts (e.g., OSHA)
- Physical ability to sit for long periods, manual dexterity for keyboard use, correctable vision and normal hearing for telephone contacts
What We Do
The Hutchinson Clinic is a team of more than 100 physicians and providers and over 600 employees. Providing the highest possible standard of comprehensive medical and surgical care while offering all services in one convenient location. Representing the major specialties of medicine, the Hutchinson Clinic physicians bring their expert training and experience to each patient's needs.
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