Status: Part-Time, 24 hours per pay period

Shift: Day/Evening

MAIN FUNCTION:

Handles Call Center incoming and outgoing calls to include management and documentation for record keeping.  Is responsible for tracking volume, invoicing and tracking income for all revenue producing functions. Oversees the Arnot Health Complaint Handling Process.  Maintains a functional office work environment.

DUTIES AND RESPONSIBILITIES:

Client Service Duties

** 1. Answers, manages and directs incoming call center calls.

** 2.  Expresses ideas, facts and information in a clear and concise manner both orally and in writing.

** 3.  Demonstrates familiarity with call categories and transfers all nursing calls to Health on Demand telenurses. Accurately assesses callers needs and recognizes the necessity for nursing intervention.

** 4. Handles incoming telephone inquiries, including program registrations, screening registrations, community and Arnot Health information requests, etc., as defined by department policy.

** 5. Handles clerical outbound calls, including all appointment reminders, surveys, etc., as defined by department policy.

** 6. Maintains absolute proficiency in computer applications required for work function. These include but are not limited to the Microsoft Office Suite, CentaurusCallCenter, and clinical information systems of the Arnot Health and Arnot Medical Services, PC.

** 7. Facilitates positive interactions between callers and the Arnot Health and physicians’ offices.

** 8. Is familiar with patients’ rights per Arnot Health policy and demonstrates awareness of HIPPA and other patient confidentiality issues.

** 9. Interacts effectively with physician’s office staff and outside answering services to meet patients’ needs.

** 10. Oversees the complaint process, to include documentation, managing follow-up and preparing reports for internal and external use.

** 11. Maintains databases and records as required for community health and telenurse functions.

** 12. Creates reports as required for medical call center to include volume and category reports for internal analysis and as requested by administration for action and planning.

** 13. Tracks volume, invoices and tracks revenue for revenue producing functions, to include answering service, doctor reminder calls, and disease management programs.

** 14. Maintains a working office environment, to include ordering and maintaining office and community health supplies, maintenance of policy and procedure manual, overseeing maintenance of facility and equipment and collaboration with the Health on Demand Coordinator on staffing issues.

**15. Interacts effectively with other Arnot Health departments and personnel utilizing or supporting call center services.

**16. Facilitates contractual agreements between new answer service clients and Health on Demand.

** 17. Facilitates the establishment of specific practice protocols between new answer service clients and Health on Demand.

     18.  Is responsible for attending all annual mandatory educational programs as required by position.

     19. Provides age-appropriate communication support to address the needs of the neonate, infant, children, adolescent, adult, and geriatric patients.

     20. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Arnot Health.

      21. It is understood that this job description lists typical duties for the classification and is not to be considered inclusive of all duties which may be assigned.

EDUCATION:                     

High School diploma or equivalent.

EXPERIENCE:                   

Three years clerical experience in hospital or healthcare setting, patient care, ambulatory or medical practice preferred.  Proficiency in operation of IBM-compatible personal computers, with required experience and proficiency in the Microsoft Office Suite applications.  Must have good listening, verbal and writing skills and demonstrated ability to communicate well with the general public and medical office staffs.  Must have exceptional customer service skills.

CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:

No CPR required.

PHYSICAL DEMANDS:   

Typical professional office.  Work activity will involve computer operation and telephone usage.

EXPOSURE CATEGORY:           

Category III. Tasks that involve no exposure to blood, body fluids, or tissues. And Category I tasks are not a condition of employment.

** A.D.A. Essential Functions