Working in a call center environment under supervision, this position handles inbound calls from patients, patient representatives, providers and other medical staff. Practicing quality clinical skills and strictly adhering to established protocols, handles patient inquiries and requests. When appropriate, refers medically related inquiries/requests and complaints to clinic staff for intervention and resolution.
Also assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution.
Works collaboratively with clinic staff and other departments to provide an exceptional patient experience.
Position Highlights & Primary Responsibilities
- Work effectively in a structured, production environment
- Adhere to daily schedules and assignments
- Strictly adheres to established advanced protocols to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical triage assessments, medical inquiries and referral requests
- Primarily make outbound calls but occasionally help manage the inbound call queue from patients, patient representatives, providers and other medical staff, while strictly adhering to established protocols and scripting
- Assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution
- Verify and update patient information in the clinical information system
- When appropriate, assigns electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns
- Contact patients to remind of appointments
- Contact patients to communicate special outbound call campaign messaging
- Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services
- Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs, (Pharmacy assistance programs, meals on wheels, LIS)
- Document thoroughly all calls and actions taken within core systems
- Performs all other related duties as assigned
- Schedule patients for telehealth visits using telehealth platform SecureVideo, Mend and/or MyTeamHealth
- Schedule patients for curbside events held at doctor's office or WellMed clinic
- Coordinate services for patients such as tablet drop off
- Identify patient's clinical need and three way with different external and internal departments to coordinate care for patients (such as pharmacy)
- Work in EMR system Trucare to coordinate care for patients and input referrals for case management
- Redirect patients to case management by identifying if there is a clinical need
- Help arrange and resolve DME equipment issues
- Social Determinants of Health arrangements and coordination
- Proficient in excel and using excel spreadsheets to record and track call data
Required Qualifications
- Unrestricted LVN/LPN license in applicable states
- 3+ years of Medical-Surgical experience
- 2+ years of experience in healthcare environment with direct customer contact
- Proven ability to respond appropriately to patient questions regarding tests and treatments
- Proven ability to exercise sound judgment in the handling of complex medical assistant inquiries per protocol
- Proven ability to work effectively in a fast paced call center environment
- Proven ability to adhere to daily schedules and duties
- Proven ability to think critically
- Proven ability to effectively de-escalate and resolve issues
- Demonstrated excellent listening skills
- Demonstrated excellent customer service voice and demeanor
- Demonstrated excellent telephone etiquette
- Demonstrated excellent oral and written communication skills
- Demonstrated excellent problem solving skills
- Proven excellent demonstration of caring and compassion
- Demonstrated solid computer experience (data entry, screen navigation, keyboarding)
- Demonstrated desire to work with the elderly
Preferred Qualifications
- Associates Degree in healthcare
- Medical office experience
- Demonstrated familiarity with managed care
- Electronic Medical Record experience
- Bilingual (English and Spanish)
Physical & Mental Requirements
- Ability to sit for extended periods of time
- Ability to receive and comprehend instructions verbally and/or in writing
- Ability to use logical reasoning for simple and complex problem solving
The hourly pay for this role will range from $20 - $36 per hour based on full-time employment.