Call Center Specialist - Wheaton, United States - Arthritis & Rheumatism Associates P

Arthritis & Rheumatism Associates P

Verified Company

Wheaton, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

JOB TITLE:
Call Center Specialist

4 DAY WORK WEEK:

COMPETITIVE BENEFITS PACKAGE:

FREE PARKING:

GENERAL STATEMENT OF DUTIES

Answers all incoming calls for Wheaton, Chevy Chase, DC, Shady Grove, Frederick, Fairfax and OAC, schedules appointments, performs schedule confirmations and tasks scheduling messages to doctors and triage nurses.

SUPERVISION RECEIVED:
Reports directly to Call Center and Director of Clinical Practice

SUPERVISION EXERCISED:
None

Location:
Wheaton, MD

Cell Phone Required

TYPICAL PHYSICAL DEMANDS
Requires prolonged sitting. Assistants. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine and postage meter. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced.

TYPICAL WORKING CONDITIONS
Work is performed in the call center. Work may be stressful at times. Call volume may be heavy at times. Interaction with patients, with people who are ill, their families, and other medical groups and vendors.

EXAMPLES OF DUTIES:
(This list may not include all duties assigned.)

Answers telephone for Wheaton, Chevy Chase, DC, Shady Grove, Olney, Frederick, Fairfax and OAC, screens calls, takes messages and provides information in a timely manner
Warm transfers calls to the appropriate department or staff member
Schedules appointments according to scheduling specifications for each physician
Verify new patients benefits and eligibility when Eligibility department is short staff or not available
Keeps physicians schedule full
Handles outside physicians calls as follows: The ARA physician is contacted Physician is given patient's name and other pertinent information if is regarding an existing patient

CALL CENTER SPECIALIST

EXAMPLES OF DUTIES (cont.):

Informs the reception desks with cancellations/addons/ or patients running late
Enrolls and aids patients with patient portal registration and navigation
Backs up the triage nurses with sending task when no one is available;
Assist offices managers when needed with the patient waitlist
Assist office managers when needed with rescheduling patients that need to be moved because doctor has closed or changed the schedule
Runs error reports to capture and correct any scheduling errors
Performs other related work as required

-
_ Other Duties as Assigned_: The assignment of duties to employees is not limited to the content of this job description. Other tasks and assignments may be related to the work usually assigned to the employee, but in some circumstances may be completely unrelated.

PERFORMANCE REQUIREMENTS:
Knowledge, Skills and Abilities

Skill in greeting patients by answering the telephone in a pleasant and helpful manner
Ability to speak clearly and concisely
Ability to read, understand, communicate and follow oral and written instructions. Knowledge of grammar, spelling and punctuation
Skill in operating a computer, typewriter, photocopier, fax machine and postage meter. Excellent interpersonal skills
Ability to establish and maintain effective working relationships with patients, employees, physicians, and the public
Ability to work in a fast paced, stressful environment
Ability to perform more than one task at a time at a fast pace and accurately
Detail oriented

COMPLIANCE:

Obtains proper signatures before releasing records.
Follows HIPAA regulations for maintaining patient confidentiality and the handling

of medical information.

Demonstrates a strong commitment to honest and responsible corporate conduct.
Identifies, reports and /or prevents any fraudulent or unethical behavior is

observed within the organization.

Initiates notification to management if inappropriate behavior is observed within

HIPPA- Minimum Necessary Access to PHI
The responsibilities associated with this position allow access to the computer role Call Center Specialist

We are committed to enforcing
minimum necessary access to our patient's
PHI by

limiting the uses and disclosures of this information within our practice.

In order for this employee to carry out his/her (carry out TPO) in a manner that best serves our patients, the employee needs access to the afore mentioned computer role.

Role descriptions are the explicitly defined in our HIPPA manual.

Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.

Education:

High School Diploma or GED

Experience: