Patient Call Center Representative

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