Call Processing Representative (FT or PT)
- Answering phones to respond to inquiries made by patients, vendors, insurance companies and other medical facilities. Must be able to handle 60-80 incoming calls per day.
- Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call.
- Re-scheduling patient appointments as required via telephone calls, SMS or messages received thru our Patient Portal
- Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in EMR
- Taking clear and accurate messages on behalf of patients when completing an internal communication template.
- Responding to patient's questions and needs by editing, canceling, and re-scheduling appointments as necessary according to clinic protocols.
- Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient.
- Demonstrates knowledge and understanding of SYHealth programs and services.
- Adheres to current department productivity and quality assurance requirements.
- Other duties as assigned.
- Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
- Enhances professional growth and development through participation in educational programs, in-service meetings, and workshops.
- Attends meetings as required and participates in committees as directed.
- High School Diploma or GED equivalent.
- 1 year of experience in customer service, call center or in a healthcare setting. Or successful completion of an externship program with San Ysidro Health.
- English fluency in both spoken and written language
- Exceptional phone manner
- Excellent interpersonal and communication skills
- Ability to type 35 wpm with 90% accuracy
- Highly preferred skills: Fluent in either Spanish, Arabic, or Tagalog
- Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail.
- Highly preferred skills: experience using an Electronic Health Record system, EPIC preferred
- PC systems and peripherals, multi-key telephone devices, centralized telephone console and other office equipment as applicable.
- Prolonged periods of sitting, keyboarding, and use of computer mouse. Push/pull up to 10 lbs. Normal business hours, evenings, and weekends. (Holiday schedule determined by administration).
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