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FLSA STATUS: ☐ Exempt ☒ Non-Exempt MISSION STATEMENT: Our Mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time. VISION: Our Vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care and excellence.
The Call Center Rep Team Lead is a key member of the Patient Administration and the Physician Practice. Lead provides clinical/administrative expertise and oversight to the staff of MA's and MOS's in the Patient Administration to ensure all patients receive high quality, efficient care through the timely and polite answering, routing, scheduling of all patient calls as they receive. POSITION EDUCATION/QUALIFICATIONS: High School/GED required.
Excellent customer service and interpersonal skills required. Computer skills required with knowledge of Microsoft Office suite, and good working knowledge of Excel. Previous experience with an EMR preferred.
Good written and verbal communication skills required. Bilingual – English/Spanish. JOB KNOWLEDGE/EXPERIENCE: Minimum of three (3) years receptionist or Patient Administration experience preferred.
Minimum of one year supervisory experience required. Previous experience in a high traffic medical office setting is preferred.
Promotes the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices. Oversees and directs staff in the Patient Administration with daily duties, to include, but not limited to: Scheduling the correct mix of patients for the schedule as required for each practitioner, scheduling, canceling, rescheduling and confirming patient’s appointments; calling and tracking missed appointments, no show and cancelled appointments.
Monitoring work flow and staff schedule to ensure the best use of personnel resources for the needs of the practice, and implementing process improvement into daily operating procedures as needed. Reporting to and discussing issues beyond the scope of the position with the Manager as needed. Implementing practice changes as needed to the staff and monitoring outcomes.
Developing tools and monitoring reports as needed for use by upper management. Addressing minor disciplinary actions as needed and discussing more significant issues with Manager for resolution with staff. Cross trained to cover for all staff members, with the exception of the Medical Assistants.
Routing calls as the operator to the proper department after using the scripted greeting as prescribed by Administration. Scheduling, canceling, and rescheduling patient appointments. Scheduling the correct mix of patients for the schedule as required for each practitioner.
Confirming patient’s upcoming appointments. Calling and tracking missed appointments, no show and cancelled appointments. Answering telephone lines with the proper scripting provided, and accurately documenting messages within the EMR system.
Forwarding telephone calls appropriately and following up on return calls. Forwarding telephone calls appropriately and following up on return calls. Escalating phone calls to the Manager when it is noted that patients, MD office staff or others have called previously and not been helped.
Working the fax router or taking calls in order to manage incoming referrals for referring MD offices in a timely manner. Copying, and faxing duties. Extensive travel required on occasion.
Other duties as assigned Other information: LINES OF REPSONSIBILITES: (Chain-of-command) 1. Office Manager → 2. Call Center Manager → 3.
Executive Vice President Call Center Operations CUSTOMER SERVICE: Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C. A.
R. E. S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.
AGE SPECIFIC: Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret the appropriate information needed to identify each patient’s requirement relative to his or her age.
AMERICANS WITH DISABILITIES ACT: (ADA): A.
- Indicated by bold print within performance standards, preceding individual numbered criteria. The following table provides physical requirements that will be associated with, but not limited to, this position:
- Light/moderate lifting up to 20 lbs, from the floor to shoulder height.
- Yes
- Kneeling
- Yes
- Must be able to assist other employees with lifting more than 20 lbs.
- Yes
- Walking
- Yes
- Light/moderate carrying up to 20 lbs.
- Yes
- Standing/Squatting
- Yes
- Straight pulling
- Yes
- Sitting
- Yes
- Pulling hand over hand
- Yes
- Pushing
- Yes
- Repeated bending
- Yes
- Stooping/Bending
- Yes
- Reaching above shoulder
- Yes
- Climbing Stairs
- Yes
- Simple grasping
- Yes
- Climbing Ladders
- No
- Dual simultaneous grasping
- Yes
- Depth Perceptions needed
- Yes
- Ability to see
- Yes
- Identify Colors
- Yes
- Operating office equipment
- Yes
- Twisting
- Yes
- Operating mechanical equipment
- Yes
- Crawling
- No
- Ability to read and write
- Yes
- Ability to Count
- Yes
- Ability to hear verbal communication without aid
- Yes
- Operating Personal Vehicle
- Yes
- Ability to comprehend written/verbal communication
- Yes
- Other: Ability to deal with stress
- Yes
- OSHA Category
- III
- B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents. C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way. D. Aptitudes: HIGH 1 2 3 4 5 6 LOW Intelligence: General learning ability: The ability to “catch on” or understand instructions and underlying principles. Ability to reason and make judgments. 3 Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3 Numerical: Ability to perform arithmetic operations quickly and accurately. 2 Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to “visualize” objects or two or three dimensions, or to think visually of geometric forms. 2 Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3 Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2 Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3 Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3 Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3 Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3 Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3 I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform. If applicable ____________ certification will be completed within _________ time frame of hire/transfer date. Employee Signature: ________________________________ Date: ____________________ Transfer/Hire Date Effective: ________________________.