PRIMARY FUNCTION:  To answer all incoming calls in a timely manner, process and route them according to nature of call.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Answer high-volume inbound customer calls via an automated phone system while demonstrating exceptional customer skills

Make outbound calls to patients, practices, pharmacy and external/internal departments as needed

Utilize resources to troubleshoot and resolve patient issues

Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.

Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.

Ensure patient/family confidentiality, safety and security

Utilizes knowledge of schedules and protocols

Uses proper billing area/appointment location

Cancels/reschedules appointments as needed and changes appointment status in Revenue Cycle

Communicate effectively and professionally with patients, healthcare professionals, and other caregivers

Process phone messages timely to ensure patient safety and quality

Schedule appointments according to Cecil Access Center scheduling guidelines

Ensures documentation of call is detailed and accurate

Demonstrates sound judgement of escalating urgent calls

Utilization of computer, i.e., scheduling module and EMR

Enter patient demographics

Ability to multi-task with typing and talking simultaneously

Routing calls appropriately

Utilizes CCHS HEAT methodology when service issues arise

Interacts with patients, physicians and staff to provide accurate communication

Performs assigned work safely, adhering to established departmental safety rules and practices

Reports to Supervisor in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Performs other related duties as required.

EDUCATION AND EXPERIENCE REQUIREMENTS:

High School graduate

Prior call center, customer service and medical office related experience preferred.

Computer and key boarding skill required

An equivalent combination of education and experience may be substituted

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

Knowledge of medical terminology

Knowledge of physician office systems and practices

Knowledge of computer skills and key boarding

Knowledge of communication center skills

Excellent oral and written communication skills

Strong customer service skills with the ability to resolve patient concerns

Ability to maintain patient confidential information

Ability to exercise judgement, tact and diplomacy

Ability to handle irate callers, defusing the situate and when to elevate to the next level

Ability to display excellent customer service skills

Ability to establish and maintain effective working relationships with employees, co-workers and management

Ability to maintain regular, consistent and professional attendance, punctuality and appearance

Ability to work as an effective team member

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.