Contact Center Specialist - Call Center
Schedules and registers Medical Faculty Associates, Inc. ("MFA") patients while providing effective customer service to all callers. Provides detailed information about the Department of Medicine in addition to general information regarding the entire MFA. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned. * Accurate creation and direction of tasks to the appropriate individual, to include admins, teams, providers, etc. * Perform all registration for new patients and updates registration information for established patients. * Proficiency in all aspects of scheduling, including making, canceling, and rescheduling appointments based on appointment guidelines by department. * Demonstrates knowledge of how and when to use TST appointment slots. * Provides patient instructions verbally or in writing when necessary for patient to prepare for appointment. * Respond to customer inquiries at the organizational level. * Demonstrates effective call handling, including upset/dissatisfied customers. Appropriately identify and escalate priority issues. * Ability to manage calls in an organized manner, including trouble shooting issues and actively problem solving. * Works with administrative assistants and other internal departments to efficiently and effectively resolve customer needs. * Process requests submitted by clinical staff and team members in all applicable systems. * Ensures quality and safe delivery of health care services through accurate documentation when necessary. * Provides patient instructions verbally and in writing to patients to help prepare for appointment. * Displays in depth knowledge of both General Internal Medicine as well as Medicine Specialty Divisions. * Assist with completing administrative tasks generated by the providers under the supervision of management and floor supervisors. * Ability to review chart documents thoroughly and accurately to determine needs of patients. * Assess computerized medication log and process medication request as needed. * Create and generate both internal and external referrals for patients as required. Ability to use payer websites to process insurance referral requests. * Knowledge of and adherence to all prescription and referral processes and guidelines. * Ability to perform at satisfactory levels in listening skills, and problem analysis * Works collaboratively with members and staff across service lines. * Follows all HIPAA guidelines and complies with annual training. * Demonstrates an awareness and sensitivity towards patient/family rights. * Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergency situations. * Prepares and mails appointment notices and patient information, as required. * Ability to perform job duties at satisfactory levels using computer based scheduling programs, including but not limited to AllScripts and Epic. * Assist Call Center Management with other daily and weekly tasks as assigned. * Other duties as assigned. Required Skills and Competencies * Excellent verbal and written communication skills, including but not limited to use of proper grammar and phone etiquette. * Excellent customer service skills. * Strong interpersonal skills; must be able to work with a team and receive constructive feedback. * Excellent active listening skills and problem solving ability. * Must be able to maintain composure and professionalism at all times. * Proficiency in Microsoft Office, including Outlook, Word, and Excel. Qualifications The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education High school graduate or equivalent required; two years of college is preferred. Knowledge of medical terminology or completion of medical terminology course is desired. Experience Internal Candidates: A minimum of two years' work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center. Must have a minimum of 2 years call center experience. Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Word and Excel, is required. Typing speed at a minimum of 45 WPM is required. External Candidates: 3-4 years' work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center. Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Outlook, Word and Excel, is required. Customer service experience is required; high volume contact center experience is desired. Must have working knowledge of insurance, processing prescription requests, referral intake, etc. and possess developed problem solving skills. Typing speed at a minimum of 45 WPM is required.