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Consumer Care Representative - Mobile, United States - AltaPointe Health Systems
Description
Primary Job Functions:
Handles incoming and outgoing calls: Adheres to 5 Star Customer Service guidelines and maintains professionalism when dealing with community, co-workers and consumers.
Answers all incoming calls to the specified location. Obtains sufficient information from caller to determine nature of call and appropriate referral. Schedules caller appointments for specified locations. Displays courteous manner to all callers. Uses discretion in discussions with callers. Receives and transmits complete telephone messages to AltaPointe staff. Remains familiar with providers and their schedules. Keeps accurate record of calls. Is knowledgeable about community services. Provides general clerical support.Additional job responsibilities may include:
Verifying insurance. Back up for Front Desk Office Professionals.
Supervision and Consultation:
Seeks supervision and consultation as needed. Accepts and employs suggestions for improvement.
Actively works to enhance skills Courteous and respectful towards consumers, visitors and co-workers: Speaks to consumers, staff, and community members professionally and with consideration, care, dignity and compassion.
Respects consumers privacy and confidentiality. Is pleasant and cooperative with others. Assists consumers and visitors as needed. Personal values dont inhibit ability to relate and care for others. Is sensitive to the consumers needs, expectations and individual differences. Is gentle and calm with consumers, families and others as appropriate.Administrative and Other Related Duties as assigned:
Actively participates in Performance Improvement activities. Actively participates in AltaPointe committees as required. Completes assigned tasks in a timely manner. Treats consumers with dignity and respect. Works in a cooperative manner with other AltaPointe employees.
Physical Requirements of the Job:
Continuous sitting (extended sitting) up to 2 hours at a time until break or lunch. Reaching forward to place paperwork on a document stand. Grasping to turn keys in doors throughout facility, grabbing files/paperwork Lifting up to 10 pounds. Carrying up to 10 pounds to transport small quantity of charts various distances in facility. Fine manipulation/dexterity for data entry, writing and handling paperwork.
Standing and walking frequently throughout shift and to various locations in the facility to file charts and put up supplies.
Sitting can be in frequent bursts up to 10 minutes. Extended sitting can be up to, but limited to 1 hour.Forward reaching, reaching out to front, and overhead reaching with up to 5 pounds to 15 is performed when filing records and charts.
Forward reaching, overhead reaching and reaching down while filing medical record that can range up to 15 pounds.Lifting various ranges from the floor to overhead throughout the day with up to 15 pounds (medical records and supplies).
Carrying up to 15 pounds various distances. Step ladder climbing frequently to access higher shelves for filing and stocking/retrieving supplies. Strong grasp/pinch grip needed to use keys in doors and to handle medical records. Fine manipulation/dexterity to use computer, write and handle medical records paperwork.Must be able to stand for long periods of time, continuously bend, stoop, kneel, crouch, reach and lift at least 10 pounds.
Must have visual acuity in at least one eye and manual dexterity. High school graduate or the equivalent.Strong customer service skills, including the ability to communicate clearly and professionally, maintain calmness when under pressure, and use positive language.
Attentive, detail oriented and able to maintain accuracy in spite of frequent interruptions. Ability to problem solve and capacity to handle changes.
