Contact Center Representative

POSITION SUMMARY

The Contact Center Representative answers and fields various types of calls while being familiar with the different KC CARE departments. Responsibilities include scheduling patient appointments, data entry, knowledge of provider schedules, transferring calls to the appropriate party, and other assigned daily tasks.

KC CARE CULTURE CODE

KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will:

• Put patients first, always
• Treat all people with dignity, respect, and kindness
• Create safe places for others to share their voice; encourage creativity
• Always strive for improvement; keep learning
• Own your work, action, and mistakes – no one is perfect
• Have fun – work should be fun and we want you to have fun at KC CARE

KC CARE CULTURE VALUES

Exceptional Service: We value exceptional service in providing unconditional whole-person care to everyone with the promise of a personalized and affirming experience for patients. We promise to treat internal and external partners with dignity, respect, and kindness to facilitate the opportunity for all to succeed.

Inclusion and Belonging: We value diversity, equity, inclusion, and belonging by focusing on differences that promote creativity and acceptance across the organization. We promise to create a safe environment for individuality to flourish.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Schedules patients in Electronic Medical Record for a multi-specialty health center or suggests other resources if the clinic is unable to meet the patient/client needs
• Applies critical thinking and effective problem-solving skills
• Verify upcoming schedules to ensure changes have been made to scheduled clinics
• Identifies problems and works with clinic management to facilitate any necessary changes
• Pays attention to details and is organized
• Ability to decipher patient inquiries and determine next steps
• Answers the telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.)
• Answers a multi-line telephone while providing quality customer service
• Checks voicemail and returns patient calls
• Receives and relays patient complaints to management in a timely fashion.
• Ability to prioritize heavy workloads and work at a fast pace
• Follow daily schedule to complete assigned tasks
• Facilitate rescheduling of patient appointments when provider’s clinic is cancelled
• Ensures strict confidentiality, adhering to established HIPAA guidelines and regulations as well as clinic policies and procedures.
• Ability to communicate clearly and effectively with patients and staff
• Attentively listens to patient and staff inquiries
• Acts as patient and provider relations representative by answering patient inquiries on the telephone

MINIMUM REQUIREMENTS

• High school diploma or equivalent
• 1 year of health care scheduling, health care office, or call center experience

PREFERRED REQUIREMENTS

• Some college course work
• Bilingual in Spanish and English
• Experience with eClinical Works (eCW)

WORKING CONDITIONS AND DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions

General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies.

Physical Demands

While performing duties of this job, employees are regularly required to set, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds.

Mental Demands

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments, and location may be changed at any time, as required by business necessity.