Call Center Representative

Job DetailsJob Location: Columbus, OH 43224Position Type: Full TimeSalary Range: $20.00 HourlySummary:  This position supports the Organization in the following manner:


Answers phones in pleasant and professional manner and timely fashion and deals with patients’ needs expeditiously.
Provides highest level of patient/customer service, directions, information, and overall assistance to patients allowing them to navigate all HOFHC services and locations.
Updates patient information, advises patient to bring current picture I.D, update financial information, update sliding scale status, update insurance information, and advice patients of balance due.
Gather and evaluate confidential patient information, including insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance
Verify all front desk documents are current and up-to-date, and documents in quick note any missing information.
Verify if current patient or new patient.
Establish the center closest to the patient and the reason for the requested appointment.
Responsible to remind patient to bring all medications and glucose, blood pressure monitor logs to appointment.
Responsible for any rescheduling of patients appointments.
Communicate patient concerns to clinical via Electronic Medical Records (EMR) and administrative staff via email.
Schedule appointments and call patients to confirm appointments.


Reports to:  COO

Supervises:  N/A

Dress Requirement: Business Casual

Work Schedule:

Monday through Friday during HOFHC’s standard business hours Times are subject to change due to business necessity

Non-Exempt 

Job Duties, these are considered essential to the successful performance of this position:


Optimistically greet persons upon entry and assist them upon exit, striving to meet and exceed the expectations of patients, visitors and other staff members 
Gather and evaluate confidential patient information, as related to insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance
Answer the phone in a timely and efficient manner, identifying the Organization and optimistically greeting the caller
Transfer all phone calls to the appropriate staff member
Set appointment times in coordination with the medical staff work schedule and call patients to confirm appointments
Consistently ensure HIPAA regulations and other federal, state and local laws and regulations pertaining to the duties of this position are observed
Adhere to all of the Organization’s policies and procedures, especially the hazardous, health and safety procedures
Other duties as assigned (non-essential)


 

Equipment Operated:





Telephone


Computer


Printer /Copier




Fax machine


Scanner


Other office equipment as assigned





Facility Environment:

Heart of Ohio Family Health operates in multiple sites in Columbus, Ohio and surrounding areas. All facilities are a medical office environment with front-desk reception area, separate patient examination rooms, pharmacy stock room, business offices, hallways and private toilet facilities.  Both facilities ADA compliant.

This position’s primary work area is the call center area which is shared by other co-workers with similar tasks and functions.  The call center area is:


kept at a normal working temperature and sanitized daily
maintains standard office environment furniture with adjustable chairs
maintains standard office equipment; i.e., computer, copier, fax machine, etc. at a normal working height


 Physical Demands and Requirements: these may be modified to accurately perform the essential functions of the position:


Mobility = ability to easily move without assistance
Bending = occasional bending from the waist and knees
Reaching = occasional reaching no higher than normal arm stretch
Lifting/Carry = ability to lift and carry a normal stack of documents and/or files
Pushing/Pulling = ability to push or pull a normal office environment



Dexterity = ability to handle and/or grasp, use a keyboard, calculator, and other office equipment accurately and quickly
Hearing = ability to accurately hear and react to the normal tone of a person’s voice 
Visual = ability to safely and accurately see and react to factors and objects in a normal setting
Speaking = ability to pronounce words clearly to be understood by another individual

QualificationsJob Qualifications (Experience, Knowledge, Skills and Abilities


Experience with Electronic Health Records preferably Allscripts software system
Prefer experience in a physician’s office, clinic, hospital business office, billing office or related area dealing with the public in collection of data and funds
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