DUTIES/RESPONSIBILITIES (include but are not limited to the following)
- Answer and direct a high volume of incoming phone calls for the Rural Health Clinics to the appropriate personnel or department.
- Schedule, reschedule and cancel appointments for providers following scheduling guidelines.
- Create or update electronic records to reflect changes in patient demographics, and insurance information.
- Provide superior customer service over the phone, utilizing good judgement that meets and or exceeds the expectations of callers.
- Check team tasks to ensure they are completed in a timely manner.
- Distribute clinic mail to provider’s mailboxes.
- Ensure all patient information is kept confidential.
- Collaborate with other hospital departments.
- Assist patients with directions as needed.
- Provide instruction for patients regarding appointment information.
· Recommend process improvements for increased efficiencies.
· Display and promote company values.
· Regular attendance in coordination with the WCHC attendance policy.
· Other duties as assigned.
SKILLS AND ABILITIES
- Effective interpersonal and communication skills in order to acquire needed information and maintain cooperative working relationships with staff and patients.
- Perform duties in an effective and organized manner.
- Develops more efficient ways to perform tasks and responsibilities.
- Goes above and beyond to provide assistance, information or support to others to build and maintain relationship.
- Ability to collaborate and share efficiencies with others to improve patients’ experiences.
- Strong critical thinking and problem solving skills.
- Quickly and effectively solves customers concerns and escalates when needed.
- Must have the ability to work closely with teammates and other staff.
EDUCATION AND/OR EXPERIENCE
· High School Diploma or equivalent preferred.
- Previous customer service experience is required.
