About the role
Essential Job Functions
* Demonstrates a positive attitude and creates good relationships with team, patients, and guests.
* Achieves 90% target for inbound and outbound calls.
* Schedules patients as trained per Best Practice Scheduling guidelines.
* Accurately documents conversations in patients’ electronic medical record.
* Verifies appropriate insurance(s) on patients, when appropriate.
* Confirms updates regarding patient demographic information during each visit: Name, DOB, Phone Number, Insurance.
* Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality.
* Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines.
* Meets the performance and skill metrics of the position, which are subject to change.
* Manages large amounts of calls in a timely manner.
* Follows communication ‘scripts’ when handling various topics.
* Identifies and resolves issues by using active listening and problem-solving skills.
* Understands disposition codes.
* Performs all other duties as assigned.
Minimum Required Education, Experience & Skills
* One year telemarketing, call center, or sales experience
* One year experience in a medical setting
* Bilingual in English/Spanish required.
* High school diploma or GED equivalent.
* Excellent customer service phone skills
* Effective written and oral communication skills
* Teamwork orientation.
* Organized and ability to manage competing priorities.
* Knowledge of medical terminology.
* Expert in computer literacy in electronic health record.
* Ability to navigate between multiple computer programs/screens while assisting patients on the phone.
* Basic mathematical skills.
* Ability to react calmly and effectively in emergency situations required.
* Safe work practices in a clinic setting.
* Able to follow through with delegated tasks.
Preferred Education, Experience & Skills
* At least 3 years in a medical/call center related customer service role.
Physical & Mental Requirements: (check all that apply)
* Required immunizations and vaccinations.
* Ability to lift to 50 pounds.
* Ability to push or pull heavy objects using up to 100 pounds of force.
* Ability to stand or sit for extended periods of time.
* Ability to use fine motor skills to operate equipment and/or machinery.
* Ability to properly drive and operate a vehicle.
* Ability to receive and comprehend instructions verbally and/or in writing.
* Ability to use logical reasoning for simple and complex problem solving.
* Occasionally requires exposure to communicable diseases or bodily fluids.
* Occasional travel for clinic activities may be required (ex. InnovaCare meetings or training).
Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Originally posted on Himalayas