Clinical Account Rep I

The Clinical Account Rep I position provides first point of contact to customers. providers, staff, Howard University Faculty Practice Plan, Howard University Hospital and Other affiliates. This position supports Howard University Faculty Practice appointment lines for each medical practice and provider. Answer inbound calls through an automatic call distribution system in a pleasant and professional manner.

NATURE AND SCOPE:  

The Clinical Account Rep I Manages calls in a professional, systematic and organized manner; Deliver prepared call handling scripts during the call handling process. Identifies the needs of the caller and directs or task call requests timely and efficiently.  Promotes an emphasis on customer service and focuses on 100% customer satisfaction at all times. Projects a positive helpful attitude while being an active listener; complies with standards regarding training and professional development. Must be comfortable being monitored for their level of efficiency, accuracy and customer satisfaction. Displays a strong commitment to delivering excellence customer service when handling calls.
           

PRINCIPAL ACCOUNTABITIES:

• Schedule appointments for patients and manage large amounts of inbound calls in a timely manner

• Answer telephone promptly and in a polite and professional manner and follow communication script when handling different call types

• Obtain and enter accurate demographic information into Allscripts (address, telephone number, name of insurance or self-pay status)

• Schedule appointment correctly - review appointment date, time, location, and provider name with caller.

• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and copay - if applicable)

• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork

• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization

• Identify callers’ needs, clarify information, research every issue and provide solutions and/or alternatives 

• Meet Quality Assurance Requirements and other key performance metrics

• Excellent organizational skills, ability to multi task, set priorities and manage time effectively

• Performs other duties as assigned

CORE COMPETENCIES:

• Have strong interpersonal skills; verbal and written communication skills, be organized, able to problem

   solve, and have a strong sense of the importance of their function

• Excellent Communication skills, strong phone skills and verbal communication skills along with

               active listening skills

• Knowledge of Call Routing and familiar with the call monitoring process and practices

• Demonstrate successful performance in a high volume Call Center environment

• Meet Quality Assurance requirements and other key performance metrics

• Excellent organizational skills, ability to multi task, set priorities and manage time effectively

• Customer focus and adaptability to different personality types

• Excellent organizational skills, ability to multi task, set priorities and manage time effectively

• Pays attention to detail and uses good judgment

• Demonstrate resilience, self-motivation and a strong drive for success, both personally and professionally

• Demonstrate team work in a high volume Call Center environment

• Demonstrate stress tolerance and adaptability to different personality types

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent

• One (1) year working experience in a high volume call center environment and good typing skills

• Minimum of one years’ experience and knowledge of Scheduling, Registration, and Call Handling Process

• Experience utilizing Allscripts or other web-based computerized appointment scheduling system for medical professional service

• Knowledge of medical terminology

• Ability to apply common sense understanding in order to carry out instructions furnished in written, oral or diagram form

• Ability to operate a computer, photocopier, and other standard office equipment.

• Ability to establish and maintain effective working relationships with, patients, management, staff, providers, and the public

• Ability to communicate orally and in writing as well as ability to speak clearly and concisely

• Ability to plan, organize, coordinate and prioritize work daily