Call Center Representative

About This Role

Caring for patients by providing the critical first point of contact is the main purpose of this role. The Call Center Representative schedules appointments for both dental and medical departments at GraceMed Health Clinic, Inc. This position is part of a diverse team of professionals dedicated to addressing the whole health of patients, many of whom are high-risk due to underserved status.

Responsibilities

• Screen and route patient calls efficiently
• Ensure accurate registration, appointment scheduling, and follow-up appointment scheduling into the database
• Respond to patient questions by editing, canceling, and rescheduling appointments as necessary according to clinic protocols
• Remind patients to bring medications or a list of medications they are currently taking, income verification documents, and medical insurance information if applicable to each appointment
• Verify patient information including demographics and medical/dental insurance coverage, as applicable, every time a patient comes to the clinic
• Work diligently to minimize patients' time spent on hold on the telephone and answer incoming calls according to protocol
• Call and remind patients of upcoming appointments according to protocol
• Document patient cancellations and failure to show for appointments per protocol
• Maintain patient confidentiality at all times
• Assist in the development and documentation of protocols related to job functions
• Take patient lists home due to impending inclement weather
• Cancel or reschedule patients if inclement weather occurs

Requirements

• Ability to sit for long periods of time
• Ability to read computer screens for extended periods of time
• Visual acuity and manual dexterity to interface with a computer
• Auditory acuity to handle a heavy phone call load and interact with patients effectively

Important Details

• Reporting Relationship: Reports to the Director of Quality Assurance
• Supervision Responsibilities: No

About the Company

GraceMed Health Clinic, Inc. is a community health setting where healthcare professionals address the whole health of patients.