Call Center Specialist

Summary: Provides support and assistance to patients and others accessing Virginia Women's Center via telephone and the patient portal.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

1. Triage a high volume of incoming phone calls and portal communications while demonstrating a prompt, courteous, helpful manner.


2. Schedule, coordinate, and reschedule patient appointments on the telephone or via the patient portal.


3. Assist patients in choosing the provider most appropriate for their medical needs.


4. Provide guidance and education to patients with regard to insurance policy restrictions, deductibles, potential copays, and cost shares to be collected at the time of their appointment(s)


5. Generate PIN and send secure message to patient for portal registration; and assist patients in navigation of patient portal.


6. Evaluate provider schedules for accuracy and availability of appointments.


7. Guide patients to available resources on the VWC website.


8. Follows up on outstanding medical record requests.


9. Populates normal test results per protocol.


10. Assist with administrative projects as needed.


11. Attend required meetings.


12. Complies with Virginia Women's Center's policies and procedures. Follows guidelines required by HIPAA, OSHA regulations, and Red Flags Rule. Maintains appropriate attendance and punctuality as defined by Virginia Women's Center's policies.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience and/or Licensure

High school diploma or general education degree (GED).

One-year related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills and Abilities

Knowledge of receptionist tasks, office procedures, paperwork

Knowledge of customer service concepts and office policies

Knowledge of office cash payment policies and procedures

Knowledge of grammar, spelling, and punctuation

Knowledge of insurance carrier requirements and terminology

Skill in operating a keyboard, fax, photocopy machine, and scanner

Skill in answering the telephone in a pleasant and helpful manner

Skill in maintaining departmental quality assurance and quality control standards

Ability to stay current with numerous changing insurance company policies

Ability to communicate with patients to ascertain patient information and scheduling needs

Ability to organize and prioritize tasks effectively

Ability to speak clearly and concisely

Ability to read, understand, and follow oral and written instructions

Ability to establish and maintain effective working relationships with patients, employees, and the public

Ability to maintain the strictest of patient confidentiality

Ability to react calmly and effectively in emergency situations

Ability to type 30 words per minute

Ability to manage work responsibilities in a high-volume environment

Accuracy in computer data entry and recording telephone messages

Physical Demands

Sitting for 7-8 hours/day. Requires eye-hand coordination, finger dexterity. Vision must be corrected to 20/20 and hearing must be in normal range. Must be able to view computer screens for long periods.

Work Environment

Work is performed in a call center environment. Involves frequent telephone contact with patients. May be stressful at times.