Being a part of a large family has advantages. With more than 500 ProMedica Physicians and advanced practice providers, our network is the region’s most complete, with connections to leading hospitals and a wide spectrum of health services.  ProMedica Physicians have locations serving northwest Ohio and Southeast Michigan, all working together with a single mission: the health of our communities.

Summary

The Call Center Representative (CCR) establishes the first impression to ProMedica customers.  Creates and facilitates coordination of services and referrals as requested by physicians, hospitals, and other health care professionals or entities to provide quality care to patients.  The Call Center Representative also serves as a liaison in coordinating communication of patient status and treatment to referrals received from the region and locally.

Scope

This position reports directly to the ProMedica Call Center Team Leader.  No positions report to this position.

Principal Accountabilities

Manages multi-line phone system and serves as customer service representative and community/medical liaison by responding to requests from the region and local community for health information, physician referral and consultation services, event/class registration, assisting with insurance questions and other referrals to meet customer needs. Answers calls for the After Hours service 150 practices and increasing monthly, including obtaining pertinent and accurate information, directing calls to the registered nurse as appropriate and paging physicians as needed. Handles calls from all other services offered in the Call Center: Employee health Ouch Line,  Palliative medicine, Paramount Advantage, Ask Paramount,  and other services. Identifies potential emergency situations and transfers call to a registered nurse immediately based on the customer need. Handles calls for various institutes within ProMedica. Handles high volume of calls for appointment and physician referrals for PPG. Schedules New patient appointments in Epic for selected providers. Class registration and information for ProMedica Cancer institute. Proficient in the use of all software programs in meeting customer needs through data collection and referral management. Assists with maintaining and updating data base of physician and service profile information on an annual basis and as needed. Maintains and verifies current physician call schedule with all necessary information to facilitate timely and effective consultation for regional referral and after hours answering service. Other duties as assigned.