Clinical Account Representative

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer:

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us!

https://hr.howard.edu/benefits-wellness

BASIC FUNCTION:

The Clinical Account Rep I position provides the first point of contact to customers. providers, staff, Howard University Faculty Practice Plan, Howard University Hospital, and Other affiliates. This position supports Howard University Faculty Practice appointment lines for each medical practice and provider. Answer inbound calls through an automatic call distribution system in a pleasant and professional manner.

NATURE AND SCOPE: 

The Clinical Account Rep I manages calls in a professional, systematic, and organized manner; delivers prepared call handling scripts during the call handling process. Identifies the needs of the caller and directs or tasks call requests in a timely and efficient manner.  Promotes an emphasis on customer service and focuses on 100% customer satisfaction at all times. Projects a positive, helpful attitude while being an active listener; complies with standards regarding training and professional development. Must be comfortable being monitored for their level of efficiency, accuracy, and customer satisfaction. Displays a strong commitment to delivering excellent customer service when handling calls.

PRINCIPAL ACCOUNTABILITIES:

Schedule appointments for patients and manage large amounts of inbound calls in a timely manner

Answer telephone promptly and in a polite and professional manner and follow communication script when handling different call types.

Obtain and enter accurate demographic information into Allscripts (address, telephone number, name of insurance or self-pay status)

Schedule appointment correctly - review appointment date, time, location, and provider name with caller.

Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and copay - if applicable)

Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.

Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.

Identify callers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

Meet Quality Assurance Requirements and other key performance metrics.

Excellent organizational skills, ability to multitask, set priorities, and manage time effectively

Performs other duties as assigned

CORE COMPETENCIES:

• Have strong interpersonal skills; verbal and written communication skills, be organized, able to problem solve, and have a strong sense of the importance of their function
• Excellent Communication skills, strong phone skills, and verbal communication skills along with active listening skills
• Knowledge of Call Routing and familiar with the call monitoring process and practices
• Demonstrate successful performance in a high volume Call Center environment.
• Meet Quality Assurance requirements and other key performance metrics.
• Excellent organizational skills, ability to multitask, set priorities, and manage time effectively.
• Customer focus and adaptability to different personality types
• Excellent organizational skills, ability to multitask, set priorities, and manage time effectively
• Pays attention to detail and uses good judgment
• Demonstrates resilience, self-motivation, and a strong drive for success, both personally and professionally
• Demonstrates teamwork in a high volume Call Center environment.
• Demonstrates stress tolerance and adaptability to different personality types.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent
• One (1) year of working experience in a high-volume call center environment and good typing skills
• Minimum of one year’s experience and knowledge of Scheduling, Registration, and Call Handling Process
• Experience utilizing Allscripts or other web-based computerized appointment scheduling system for medical professional service
• Knowledge of medical terminology
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to operate a computer, photocopier, and other standard office equipment.
• Ability to establish and maintain effective working relationships with patients, management, staff, providers, and the public
• Ability to communicate orally and in writing as well as ability to speak clearly and concisely
• Ability to plan, organize, coordinate, and prioritize work daily

Compliance Salary Range Disclosure

Expected Pay Range: $18.65 - $20.52