JOB SUMMARY
Responsible for the efficient operation of the patient service center ensuring that all calls are handled in a timely manner. Reports to the PSC Manager. Additional responsibilities include some typing, sorting mail, postage, and routing requests for supplies to Administration.
DUTIES AND RESPONSIBILITIES
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Transfer phones to/from the answering service in the a.m. and p.m.
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Notifies answering service of any changes on the daily “call” schedule for physicians.
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Responds to emergency calls according to established procedures.
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Answers all calls by the second ring and directs them to the appropriate department.
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Communicates general clinic information to the public by phone.
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Schedules appointments by obtaining thorough patient information (i.e. chief complaint, symptoms, reason for appointment) including recent specialist and ER visits.
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Maintain provider templates scheduling out in time and also new providers
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Maintains office equipment which includes but not limited to: postage equipment, copy machine, telephone system, fax equipment, etc.
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Updates in-house telephone directory and maintains accurate listing based on changes.
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Balances provider schedule for efficient patient flow.
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Lock up after hours and open in the mornings.
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Call patients as directed by manager for appointment reminders.
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Receives and updates schedule changes per provider schedule.
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Understands HIPAA requirement and conducts clinical business processes that ensures patient privacy as a priority.
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Open/maintains scheduling template in eCW.
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Assist with lost to follow-up and cancellation recall lists to get patients back into care.
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Other duties as assigned.
EDUCATION, EXPERIENCE, AND SKILLS
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High school graduate.
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Prior training in customer service and public relations highly desirable.
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One year experience as a switchboard operator with a system having at least 20 incoming lines in a similar work environment.
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Ability to work under stress and an emphasis on excellent telephone communication skills.