Call Center Representative II, Call Center - 21720

DHR Health; Edinburg (TX); Hybrid; USD 36,000 - 48,000; Full time

Job summary

DHR Health in Edinburg, TX is seeking a Call Center Representative II to support the Physician Practice by handling patient calls with professionalism and efficiency.

You will route contacts, schedule appointments, verify information, and document messages in the EMR while maintaining high customer service standards and compassionate patient care.

Qualifications

• Minimum of two years receptionist or patient administration experience preferred.
• Prior call center experience preferred.
• Experience in a high traffic medical office setting is preferred.
• Excellent customer service and interpersonal skills.
• Computer skills including Microsoft Office suite required.
• Good written and verbal communication skills required.

Responsibilities

• Routes calls to proper department using scripted greeting.
• Schedules, cancels, and reschedules patient appointments.
• Schedules the appropriate mix of patients for each practitioner.
• Confirms upcoming appointments with patients.
• Calls and tracks missed, no-show, and cancelled appointments.
• Documents messages in the EMR system and manages messages.
• Escalates calls to management when prior service requests were not resolved.
• Gathers referrals for referring MD offices in a timely manner.
• Greet patients at the reception desk and assist with registrations.
• Verify insurance and patient demographics as needed.
• Occasional travel may be required.
• Other duties as assigned.

Skills

Customer service

Interpersonal skills

Microsoft Office

Written and verbal communication

Call center experience

Medical office experience

Education

High school diploma or equivalent

Tools

EMR systems

Phone systems

Job description

Call Center Representative II, Call Center - 21720

US:TX:Edinburg | RMF CLINIC | Full Time

Posted 2 days ago

Description

DHR Health - US:TX:Edinburg - Days

Summary:

MISSION STATEMENT:

Our Mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.

VISION:

Our Vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care and excellence.

POSITION SUMMARY:

TheCall Center Representative II is a key member of the Physician Practice and provides clinical/administrative expertise to ensure all patients receive high quality, efficient care through the timely and polite answering, routing, scheduling of patient calls as they are received.

POSITION EDUCATION/QUALIFICATIONS:

JOB KNOWLEDGE/EXPERIENCE:

• Minimum of one (2) years receptionist or Patient Administration experience preferred.
• Previous Call Center Experience preferred
• Previous experience in a high traffic medical office setting is preferred.
• Excellent customer service and interpersonal skills.
• Computer skills required with knowledge of Microsoft Office suite.
• Good written and verbal communication skills required.

Responsibilities:

POSITION RESPONSIBILITIES:

• Promotes the facility mission, vision and values by effectively communicating them to others. Considers mission, vision and values in developing services, standards and practices.
• Routing calls as the operator to the proper department after using the scripted greeting as prescribed by Administration.
• Scheduling, canceling, and rescheduling patient appointments.
• Scheduling the correct mix of patients for the schedule as required for each practitioner.
• Confirming patient’s upcoming appointments.
• Calling and tracking missed appointments, no show and cancelled appointments.
• Answering telephone lines with the proper scripting provided, and accurately documenting messages within the EMR system.
• Forwarding telephone calls appropriately and following up on return calls.
• Escalating phone calls to the next level of management when it is noted that patients, MD office staff or others have called previously and not been helped.
• Working the fax router or taking calls in order to manage incoming referrals for referring MD offices in a timely manner.
• Working the reception desk, greeting and communicating with patients and providers, as needed.
• Checking-in patients and properly documenting registrations, as needed.
• Insurance verification and verification of patient demographics, as needed.
• Extensive travel required on occasion.
• Other duties as assigned

Other information:

LINES OF REPSONSIBILITY:

(Chain-of-command)

1. Patient Administration Manager 2. Executive Vice President 3. Chief Ambulatory Officer

CUSTOMER SERVICE:

Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.

AGE SPECIFIC:

Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret the appropriate information needed to identify each patient’s requirement relative to his or her age.

AMERICANS WITH DISABILITIES ACT: (ADA):

A. Essential Duties: Indicated by bold print within performance standards, preceding individual numbered criteria.

The following table provides physical requirements that will be associated with, but not limited to, this position:

Light/moderate lifting up to 20 lbs, from the floor to shoulder height.

Yes

Kneeling

Yes

Must be able to assist other employees with lifting more than 20 lbs.

Yes

Walking

Yes

Light/moderate carrying up to 20 lbs.

Yes

Yes

Straight pulling

Yes

Yes

Pulling hand over hand

Yes

Pushing

Yes

Repeated bending

Yes

Yes

Reaching above shoulder

Yes

Yes

Yes

Climbing Ladders

No

Dual simultaneous grasping

Yes

Depth Perceptions needed

Yes

Ability to see

Yes

Yes

Operating office equipment

Yes

Twisting

Yes

Operating mechanical equipment

Yes

No

Ability to read and write

Yes

Ability to Count

Yes

Ability to hear verbal communication without aid

Yes

Operating Personal Vehicle

Yes

Ability to comprehend written/verbal communication

Yes

Other: Ability to deal with stress

Yes

OSHA Category

I

B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category I (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

Intelligence: General learning ability: The ability to “catch on” or understand instructions and underlying principles. Ability to reason and make judgments. 3

Ver