Call Center Receptionist Level I

Position Title: Call Center Receptionist Level I

Department: Call Center

Supervisor: Call Center Supervisor

Status/Hours per week: Non-exempt / 40 hours

Primary Function:

The Call Center Receptionist provides exceptional and consistent customer service to all customers calling UCC's Call Center or walking in for services. Ensure that all callers or walk-ins to UCC experience timely, accurate and comprehensive service and responses to their inquiries or reason for call/walk-in. Follow all call and walk-in protocols as trained, including appropriate greeting, answering and handling of calls and/or walk-ins, patient identification, demographic, account, and insurance verification, PCP assignment, appointment history review and scheduling protocols, telephone encounter documentation, and accurate and complete data entry and documentation in all computer systems, including the Electronic Medical Record (EMR) system.

This position supports multiple clinical departments, such as Primary Care, Urgent Care, Women's Health, Behavioral Health, and Specialties including Eye and Dental.

The person in this position must be able to perform all emergency protocols, such as call codes and appropriate use of the overhead emergency paging system. Make patient outreach from assigned work queues, My Chart referrals, after-hours answering service follow up, and reminder calls, while also following all health center policies and procedures on patient confidentiality/HIPAA and all health center-wide guidelines.

Duties & Responsibilities:

• Answer incoming UCC main phone line including patient calls (appointment scheduling, documentation and routing of appropriate calls such as refill requests), operator calls, and paging.
• Administratively triage patients presenting with an urgent need for an appointment and interface with the Triage Nurse and/or Urgent Care clinical staff on scheduling an Urgent Care, Same Day appointment, or transfer to a nurse regarding advise to go to the Emergency Room, discharge planning and/or critical results.
• Verify patient demographic and insurance information.
• Take care of appointment scheduling including maintaining knowledge/competence in all resources and scheduling protocols to assist patients and staff in appropriately scheduling patient appointments with providers.
• Make outbound calls to patients based on the Re-schedule and appropriately re-schedule the patients as directed.
• Make manual reminder calls as directed.

Information Desk Related Tasks

• Welcome, greet, and appropriately direct all patients and other customers walking into UCC Lobby.
• Maintain current knowledge/competence in UCC Emergency Codes and process, including use of Emergency Button.
• Manage patient requests for free transportation through BMC, specifically Uber.

Urgent Care Reception Tasks

• Accurately and completely check in and check out patients in OCHIN and other systems following all protocols.
• Manage cash collection following all protocols.

General

• Must be willing to work evenings, Saturdays, and/or Holidays.
• Be cross trained to cover other duties as needed.
• Attend staff meetings.
• Interpret for patients as requested.
• Perform other duties as needed.
• Actively listen to level IIs & IIIs, and pay attention to feedback that is given.
• Following direction from Level IIs & IIIs: Level IIs & Level IIIs act as the point person if the supervisor is available or absent, and they will delegate work as needed such as reschedule appointment, in-basket message, etc. Also, Level IIs & Level III will alert staff to answer inbound or outbound call if they notice staff phone on "not ready" mode.
• Answer patient and internal staff calls in a timely fashion.

Qualifications

Minimum Basic Knowledge:

• High School Diploma or equivalent.
• Bilingual language skills (Spanish or Portuguese Creole and English).

Experience & Qualifications:

• Prior call center and health care administrative experience preferred.
• Ability to consistently and effectively manage all of the level I tasks for a minimum of 6 months.
• Demonstrated ability to effectively manage high volume patient flow situations and use appropriate judgement to request assistance as needed.
• Ability to work with persons with disabilities and seniors.
• Experience working in a fast-paced, diverse environment.
• Experience and demonstrated proficiency in computer systems and PC-based software such as EPIC and Dentrix.
• Ability to multi task on two computer systems at the same time.
• Experience in Electronic Medical Record and Dental (EMR)
• Language capabilities strongly preferred.
• Demonstrated oral and written communication/documentation skills.
• Excellent communication skills.
• Excellent customer service skills.
• Excellent organization skills.
• Ability to work effectively within a team.

Independent Action:

As described above at "Duties & Responsibilities".

Supervisory Responsibility:

Coordinate all Telephone/Scheduling assignments with the assigned Telephone/Scheduling Staff and the Call Center Supervisor/Manager.

Define Access Level to PHI: Level 2: Authorized to access patient demographic data with only minimal reference to treatment or diagnostic information as needed to function. Staff in this category level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned duties.