Call Center Operator - Yuba City, United States - Ampla Health

Ampla Health

Verified Company

Yuba City, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

GENERAL PURPOSE:

Call Center Operator is responsible for providing assistance to patients on the telephone.

MAIN RESPONSIBILITIES & DUTIES:

Manages large volumes of inbound and outbound calls in a timely manner: always identifying self and clinic.
Provides assistance to patient and other contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate party
Completes initial registration information of new patients following established policies and procedures
Updates any changes of patient's information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate.
Follow communication scripts when handling different topics.
Identify patients' and other customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
Navigate through patients' chart in the EHR to locate appropriate information
Maintains daily EHR worklist
Informs patients of share of cost and copays for all types of payers.
Verifies coverage under insurance, Medicare/Medi-Cal, Managed Care and other federal/state programs
Verifies pharmacy information and other clinical information related to a patient's visit.
Documents notes in computer regarding collections, payment arrangements, failed appointment notice, or additional conversations.
Schedules appointments for patient's calling in.
Other duties as assigned by supervisor

QUALITIES &CHARACTERISTICS

Maintains a professional relationship and positive attitude with coworkers, the public, patients and all Ampla Health's staff, Board of Directors and vendors
Maintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actions
Strives to learn more and is receptive to new challenges and opportunities
Displays enthusiasm toward the work and the mission of Ampla Health

PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIES

High School Diploma or GED required
Medical Assistant certificate required
Ability to use Microsoft Word for basic correspondence
Ability to type a minimum of 40 WPM
Must be able to use a calculator
Bilingual (English/Spanish) (English/Punjabi) (English/Hmong) preferred but not required
Ability to adapt to specific environment and duties
Demonstrate clear knowledge of Ampla Health's clinic structure, standards, procedures and protocols

COMMUNICATIONS SKILLS

Must have neat and legible handwriting
Must be able to interact with patients courteously and calmly
Ability to communicate well with the public

WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Work well with patients in a generally comfortable office environment.

Employees must possess the following physical requirements:

Must be able to hear and communicate with clients and staff on telephone and those who are served in person, and speak clearly in order to communicate information to clients and staff
Must be able to lift up to 40 pounds and push up to 100 pounds (on wheels)
Must have vision which is adequate to read memo's, computer screen, registration forms and other clinic documents
Must have high manual dexterity
Able to reach above shoulder level to work, must be able to bend, squat and sit, stand, stoop, crouch, reach, kneel, twist/turn
May be exposed to contagious/infectious diseases

GENERAL PURPOSE:

Call Center Operator is responsible for providing assistance to patients on the telephone.

MAIN RESPONSIBILITIES & DUTIES:

Manages large volumes of inbound and outbound calls in a timely manner: always identifying self and clinic.
Provides assistance to patient and other contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate party
Completes initial registration information of new patients following established policies and procedures
Updates any changes of patient's information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate.
Follow communication scripts when handling different topics.
Identify patients' and other customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
Navigate through patients' chart in the EHR to locate appropriate information
Maintains daily EHR worklist
Informs patients of share of cost and copays for all types of payers.
Verifies coverage under insurance, Medicare/Medi-Cal, Managed Care and other federal/state programs
Verifies pharmacy information and other clinical information related to a patient's visit.
Documents notes in computer regarding collections, payment arrangements, failed appointment notice, or additional conversations.
Schedules appointments for patient's calling in.