Clinical Calls Representative, Ambulatory Scheduling, Full Time, First Shift

UC Health; Columbus (OH); On-site; USD 37,000 - 46,000; Full time

Job summary

UC Health in Columbus, OH is seeking a Clinical Call Representative to handle incoming clinical calls for multiple departments. The role focuses on resolving caller concerns, gathering information, and relaying to clinic staff while adhering to confidentiality and compliance policies.

Responsibilities include documenting interactions, coordinating with IT for workstation issues, maintaining patient privacy, and supporting the call team to meet QA and productivity standards.

Qualifications

• High School Diploma or GED required; Associates degree preferred.
• 1–2 years of relevant experience; 3–5 years preferred.
• Medical Assistant Certification preferred.

Responsibilities

• Handle incoming clinical calls for multiple departments with clear, courteous communication.
• Collect and interpret patient data within scope of practice.
• Coordinate with IT Help Desk for workstation issues and maintenance.
• Document interactions accurately in UC Health systems and maintain confidentiality.
• Support the call team to meet QA, customer service and productivity standards.

Skills

Clear communication

Confidentiality

Customer service

Team collaboration

Documentation

Education

High School Diploma or GED

Associates Degree

Job description

Under the direction of the Clinical Operations Manager, the Clinical Call Representative is responsible for handling incoming clinical calls for multiple departments.Calls are received from patients, caregivers, doctors offices, pharmacies, supply companies, home health agencies, insurance companies, etc. The topics of calls includes: symptomatic patients, general medical questions, medication refills, medication questions, and requests for paperwork, orders, and results.The Clinical Call Representative plays an integral role in managing patients care in the ambulatory setting. The goal of this position is to resolve the caller's concerns, if possible, otherwise to gather all pertinent information and relay to the clinic staff in the appropriate manner.This position is expected to adhere to departmental processes and procedures as well as system and department compliance policies and all applicable laws and regulations.The Clinical Call Representative is expected to work within their scope of practice.

Responsibilities

• Clinical Calls Administration Supports the patient care environment by communicating clearly, courteously and effectively, verbal and through written and computer documentation, while maintaining confidentiality of information.
• Collects and interprets complex patient data within their applicable scope of practice.
• Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
• Works on the behalf of the patients.
• Follows protocols with all populations and does not deviate from them.
• DocumentationProvides accurate documentation following all established processes and protocols.
• Utilizes UC Health clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
• Customer ServiceAchieves both departmental QA, customer service and Productivity standards.
• Willing to be taught and mentored.
• Call Team SupportWorking effectively with the team/work group to accomplish daily team/unit tasks: working proactively to achieve the team/unit goals and facilitate group cohesiveness.
• Maintains a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, participating in team problem solving.
• ComplianceMaintain strict standard of confidentiality.
• Aware of patient's rights.
• Other DutiesPerform all other duties as assigned.

Qualifications

• Education: High School Diploma or GED - Required / Associates Degree - Preferred DegreeLicense & Certification: Medical Assistant Certification preferred.
• Experience: 1 - 2 Years equivalent required / 3 - 5 Years experience - preferred