Call Center Technician

Job Duties and Responsibilities:

•      Cordially answer all calls with established protocol.

•      Schedule patient appointments with appropriate resource provider.

•      Verify all patient information upon each contact with patient, and update information in practice management system.

•      Prepare telephone encounters and messages according to organizational protocols.

•      Schedule appointments appropriately and accurately according to protocols.

•      Provide patients with information regarding documentation requirements prior to visits.

•      Provide patient with information regarding co-pays and fees for services due at time of service.

•      Notify patients of eligibility requirements and application process for state funded programs.

•      Document all patient related communications accurately and completely in the patient’s electronic health record, or message when appropriate.

•      Send outgoing faxes, and assign and distribute incoming faxes on a daily basis.

•      Scan forms obtained by the patient or clinical staff to the appropriate electronic systems and programs.

•      Maintain a clean and organized work area.

•      Other duties as assigned.

Requirements

Education/Licensing/Training:

·         High School Diploma or Equivalent.

Knowledge, Skills and Experience:

·        Ability to read, write, and communicate bilingually preferred.  

·         Ability to read, analyze, and interpret medical reports, technical procedures, and governmental regulations.

·         Ability to calculate figures and amounts such as discounts.

·         Ability to solve practical problems and deal with a variety of variables.

·         Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.

·         Basic computer skills.

Personal/Relationships/Behavior:

·         Displays cheerful demeanor and makes positive comments when on duty.

·         Refrains from participation in harmful gossip, dysfunctional group interactions, and divisive behavior.

·         Displays courteous and professional behavior in all interactions with the public.

·         Works cooperatively with other staff members.

·         Displays flexibility in accepting, changing, or carrying out assignments.

·         Adheres to dress code expectations, including fragrance-free requirements.

·         Displays sensitivity in a multicultural environment.

·         Maintain patient and organizational confidentiality.

Physical Demands:

·         Standing/Walking: Up to 10% of the workday consists of stand/walking on tile and cement floors while performing duties.

·         Sitting: Up to 100% of the workday may be spent sitting answering the telephone.

·         Lifting: Lifting may include up to 25lbs. in moving equipment or assisting disabled patients.  5% of the day may involve lifting requiring a full range of motion.

·         Carrying: Up to 25% of the day may include carrying objects weighting up to 10lbs., this may include carrying charts and equipment.

·         Pushing/Pulling: Up to 5% of the day may require pushing or pulling equipment, drawers, and carts.

·         Climbing: 5% of the time may include climbing one flight of stairs.

·         Balancing: 5% of the time may be required to use a footstool in retrieving supplies.

·         Stooping/Kneeling: 5% of the workday may be spent stooping or kneeling to open drawers and gathering equipment.

·         Bending: 25% of the workday may be spent in bending at the waist picking up charts and supplies.

·         Reaching/Stretching: 5% of the time may require reaching or stretching to retrieve equipment on shelves.

·         Handling: Hand and wrist movement may be required 50% of the workday.

·         Fingering: Up to 100% of the workday involves typing in the computer, receiving and sending messages.

·         Feeling: Normal tactile feeling is required to perform all job duties.

·         Twisting: 5% of the day may be required in retrieving supplies or equipment.

·         Talking: Average ability and fluency in English is required in communicating with patients, staff, and outside agencies.

·         Hearing: Average ability is required in answering the telephone and performing all job duties.

·         Seeing: Average ability is required to read and follow instructions and assisting patients.

Benefits

• Medical, Dental and Vision Insurance

• 401(k) with matching
• Generous Paid Time Off, Personal Day, and Holiday packages
• Flexible Spending Account Plan
• Employee Assistance Program
• Life/ADD insurance policy
• Long Term Disability Insurance

Compensation: $20 to $24 per hour, non-exempt