Patient Call Center Representative

<strong>Primary Responsibilities<br><br></strong>Serve as the first point of contact for Mayfield’s patients. As an Access Coordinator, you are responsible for answering a high volume of calls and determining appropriate action for follow-through while providing excellent customer service.<br><br><strong>Mayfield Clinic Values: </strong>All associates who are affiliated with the Mayfield Clinic must agree to use these values as a basis for their employment, and recognize that they are part of the associate’s annual Performance Review and Development Plan:<br><br><ul><li>Integrity: We are committed to honest and ethical behavior in all our endeavors and interactions.</li><li>Excellence: We commit to the highest level of performance and continuous improvement.</li><li>Respect: We recognize the worth, quality, and importance of every individual and regard them with consideration and appreciation.</li><li>Compassion: We commit to being compassionate and empathetic in all of our interactions.</li><li>Collaboration: We embrace teamwork, mentoring, cooperation, sharing of expertise, and empowerment.<br><br></li></ul><strong>Education/Experience<br><br></strong><ul><li>High School diploma</li><li>Minimum of three years of work experience in the healthcare field<br><br></li></ul><strong>Skills<br><br></strong><ul><li>Demonstrates excellent customer service</li><li>Ability to manage and prioritize multiple tasks in a fast-paced environment</li><li>Strong problem-solving, problem-prevention, and decision-making skills</li><li>Ability to convey empathy</li><li>Excellent oral and written communication skills</li><li>Ability to maintain composure and restore calm in a stressful situation</li><li>Uses good judgment and diplomacy when dealing with others</li><li>Desire and ability to work in a team environment</li><li>Computer proficient with the ability to learn multiple software applications</li><li>Ability to work with minimal supervision<br><br></li></ul><strong>Essential Functions<br><br></strong>Help develop and maintain a corporate culture that supports the mission and values of Mayfield Clinic.<br><br>Work effectively as a team member and share the workload in an equitable manner<br><br><ul><li>Answer incoming calls from patients and address their inquiries, concerns, and requests.</li><li>Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.</li><li>Strive to achieve and exceed call center performance metrics, including call quality, answer and abandonment rate, and patient satisfaction scores.</li><li>Obtain required patient demographic information, insurance information, and medical history to ensure accurate patient scheduling.</li><li>Coordinate, process, and respond to all incoming referrals from outside providers.</li><li>Accurately and efficiently process and transfer calls as needed using a multi-line phone system<br><br></li></ul>Medical knowledge to understand various diagnoses for efficient triaging and scheduling satisfaction.<br><br>Effectively facilitate the Patient Registration and Appointment Scheduling Processes. <br><br><ul><li>Enter complete and accurate information into scheduling programs.</li><ul><li>Measures of Success:</li><ul><li>99-100% Outstanding</li><li>97-98% Very effective </li><li>95-96% Effective</li><li>Below 95% Needs Improvement</li></ul></ul><li>Follow the proper procedure for creating new accounts.</li><li>Demonstrate understanding and skill in the use of the Salesforce and CPS systems.</li><li>Demonstrate understanding of the individual practices and physician protocols.</li><li>Ensure all materials are mailed/emailed to the patient promptly before their appointment.</li><li>Effectively identify and process urgent patients.</li><li>Follow proper procedures.</li><li>Effectively communicate to the patient the physician’s recommendation.</li><li>Use correct spelling and grammar in the history form<br></li></ul>Provide excellent service to internal and external customers.<br><br><ul><li>Demonstrate empathetic, helpful, and courteous behavior to all customers.</li><li>Exhibit ability to express appreciation of the customer’s unique needs.</li><li>Speak clearly, and use good grammar and proper pronunciation. Use voice inflection that communicates understanding and concern.</li><li>Demonstrate good listening skills.</li><li>Demonstrate the ability to respond appropriately to patients’ fears, anxiety, and anger.</li><li>Demonstrate the ability to assure customers of Mayfield’s desire & ability to meet their needs.</li><li>Demonstrate ability to gain the caller’s understanding and acceptance of Mayfield Clinic processes.</li><li>Exercise initiative, creativity, and courage to act in the best interest of the patient.<br><br></li></ul>Demonstrate an understanding and skill in the use of office management, telephone hardware, and software.<br><br><ul><li>Possess a working knowledge of the EMR system. </li><li>Ability to navigate GE PACS system.</li><li>Ability to use phone system, voice mail & headset properly.<br><br></li></ul>Participate in departmental, inter-departmental, and organizational activities and accept cross-training opportunities.<br><br><ul><li>Participate in ongoing training to stay updated on medical procedures, policies, and call center software.</li><li>Take opportunities to learn from other departments and associates whenever presented</li><li>Access the website for information and stay current with patient education pieces.<br><br></li></ul>Facilitate the completion of HIPAA acknowledgement of patient privacy forms and maintain paper file per HIPAA regulations<br><br>Contribute to team effort by performing other duties as assigned