Hybrid Call Center Staff en Family Health Services Corporation

Description

SUMMARY:

Serves as patients’ telephone point of contact for making appointments with Family Health Services medical programs. Requires discretion, courtesy, and the ability to direct the conversation to keep a busy multi line telephone system moving; relays written messages as needed. May perform a variety of routine clerical and office services, including data entry or other clerical support duties upon request.

Requirements

This is a full time position.

MINIMUM QUALIFICATIONS:

High school diploma or GED required. One to two years of customer service experience, receptionist with phone answering responsibilities or call center experience. Bilingual English/Spanish required.

$16.00 - $18.00 DOE.

Employee's can receive up to $520 on the quarterly bonus.

On-site training in Twin Falls required.

There is also potential work from home option available once training has been completed.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Excellent communication skills – oral and written. Ability to interact effectively with staff and patients.

• Computer Skills – Windows based software experience

• Familiar with operating multi-line phone system.

• Innovation: much of the work is routine, however, may occasionally be involved in projects requiring new ideas or approaches.

• Ability to identify areas needing change and develop modifications to established procedures to make scheduling run more smoothly.

• Provides feedback on daily issues and participates in short-term planning with other team members.

• Regular and dependable attendance is essential to the position.

• Ability to handle multiple interruptions and deal effectively with stressful situations.

• Respect and empathy for the diversity of the clients and staff of our clinics.

ESSENTIAL JOB FUNCTIONS:

1. Schedules patient appointments according to clinic protocols; handles majority of telephone requests for appointments in the medical department. Coordinates closely with receptionists who are handling all appointments made at the front desk.

2. Schedules appointments electronically using NextGen.

3. Performs initial telephone screening of patients and directs calls to appropriate person.

4. Provides backup and lunch coverage for receptionists as needed.

5. Trained in front office tasks such as: check-in of patients, check-out of patients, filing, and other functions as needed in the front office.

6. Calls patients to confirm next day appointments.

7. Attends staff meetings and training seminars as required.

8. Other duties as assigned.

OTHER RESPONSIBILITIES:

SAFETY:

Family Health Services enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each employee is responsible for completing all training requirements, participating in emergency response tasks as requested, and serving on safety committees and teams as requested. In addition, employees must accept the responsibility for maintaining the safety of themselves and others by adhering to all written and verbal instructions, promptly reporting and/or correcting all hazards or unsafe conditions, and providing feedback to supervisors and management on all safety issues.

COMPLIANCE (MEDICARE):

Family Health Services is committed to the very highest standards of ethics and integrity. It is our policy to properly determine the accuracy of reporting and billing our services in accordance with the rules, laws and regulations of FHS, the state government, and the federal government. FHS employees will do their part to ensure accurate documenting and billing practices, participate in compliance trainings and will identify and report any concerns or activities that may violate these standards.

Each employee will be trained on the FHS Medicare Compliance Plan and the Standards of Conduct and asked to sign a Conflict of Interest Statement at hire and annually thereafter. A copy of the Medicare Compliance Plan and the FHS Standards of Conduct are available on the FHS home page under the Compliance tab.

PATIENT CENTERED MEDICAL HOME (PCMH):

Family Health Services is committed to providing our patients with the highest standards of care by becoming recognized as patient centered medical home. FHS staff is expected to participate in this process by being an active and willing PCMH team member. Specific duties and expectations may vary and will be identified by position and site.

PROCEDURE COMPLIANCE:

Employee must read and understand the general and specific operational, safety, and environmental requirements of all plans, procedures, and policies pertaining to this job.

WORKING CONDITIONS:

Work is normally performed in a typical interior/office work environment. No or very limited physical effort required. No or very limited exposure to physical risk.