Memorial Care - Call Center Specialist

The Memorial Care Call Center Specialist plays a vital role in supporting daily business office functions, including billing, collections, and patient interactions. This position works as part of a collaborative team to ensure efficient office operations while providing exceptional customer service to patients.

Monday - Friday 08:00 am - 04:30 pm [Weekends: N/A]

FTE: 1.0 [Full-Time]

Qualifications

Education/Experience: High school diploma or equivalent; previous experience in customer service or call center environment is preferred.

• Communication Skills: Excellent verbal and written communication skills, with the ability to handle patient inquiries and concerns in a professional manner.
• Technical Skills: Proficient with office software, scheduling systems, and patient databases.
• Attention to Detail: Ability to manage multiple tasks simultaneously while maintaining accuracy in patient records and billing processes.
• Customer-Centric Approach: Demonstrated commitment to providing high-quality service and maintaining positive patient interactions.
  
  

Responsibilities

• Patient Assistance: Provide guidance, direction, and support to visitors and patients over the phone, ensuring a high level of patient satisfaction and assisting the clinic in meeting its quality and patient satisfaction goals.
• Call Management: Answer incoming calls to the main clinic access line, addressing patient inquiries and ensuring that calls are handled professionally and efficiently.
• Appointment Scheduling: Schedule, reschedule, and coordinate patient appointments. Review new patient requests and triage urgent or emergency situations effectively, either over the phone or in person. Schedule interpreters when needed.
• Accurate Patient Data: Responsible for accurate collection and input of patient demographics and insurance information, ensuring correct records are maintained.
• Electronic Health Record Management: Communicate patient needs using the tasking mechanism of the electronic health record (EHR), ensuring the timely processing of tasks and addressing patient concerns and service recovery.
• Meeting Clinic Goals: Assist Memorial Care Clinics in meeting performance targets, including call wait times, GPE, and patient care goals.
• Workflow Management: Handle various tasks related to clinic workflows across all Memorial Care offices, ensuring operational efficiency.
• Opening and Closing Activities: Perform opening and closing duties for the clinic, including running reports and completing required work lists as needed.
• Compliance: Comply with all reimbursement rules and regulations, including Corporate Compliance and HIPAA. Follow the Minimum Necessary Standard when accessing protected health information and adhere to clinic policies, procedures, and safety standards.
• Task Management: Manage and prioritize task lists within the electronic health record to ensure efficient clinic operations and patient care.
• Stress Management: Demonstrate the ability to remain flexible, organized, and perform well under pressure, particularly in handling escalated or higher-priority calls.
• Training and Development: Assist with the training and orientation of new colleagues, helping them acclimate to their new role and responsibilities.
• Team Collaboration: Actively contribute to accomplishing team goals and objectives, ensuring that all clinic goals are met effectively and collaboratively.
• Government Programs Compliance: Support the clinic in maintaining necessary compliance with government programs, such as NCQA and Meaningful Use.
• Other Duties: Perform other job-related duties as requested to support clinic operations.