Call Center Operator

GENERAL PURPOSE: Medical Assistant Call Center Operator

Call Center Operator is responsible for providing assistance to patients on the telephone.

MAIN RESPONSIBILITIES & DUTIES: Medical Assistant Call Center Operator

1. Manages large volumes of inbound and outbound calls in a timely manner: always identifying self and clinic.
2. Provides assistance to patient and other contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate party
3. Completes initial registration information of new patients following established policies and procedures
4. Updates any changes of patient’s information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate.
5. Follow communication scripts when handling different topics.
6. Identify patients’ and other customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
7. Navigate through patients’ chart in the EHR to locate appropriate information
8. Maintains daily EHR worklist
9. Informs patients of share of cost and co-pays for all types of payers.
10. Verifies coverage under insurance, Medicare/Medi-Cal, Managed Care and other federal/state programs
11. Verifies pharmacy information and other clinical information related to a patient’s visit.
12. Documents notes in computer regarding collections, payment arrangements, failed appointment notice, or additional conversations.
13. Schedules appointments for patient’s calling in.
14. Other duties as assigned by supervisor

QUALITIES &CHARACTERISTICS: Medical Assistant Call Center Operator

1. Maintains a professional relationship and positive attitude with co-workers, the public, patients and all Ampla Health’s staff, Board of Directors and vendors
2. Maintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actions
3. Strives to learn more and is receptive to new challenges and opportunities
4. Displays enthusiasm toward the work and the mission of Ampla Health

PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIES: Medical Assistant Call Center Operator

1. High School Diploma or GED required
2. Medical Assistant certificate required
3. Ability to use Microsoft Word for basic correspondence
4. Ability to type a minimum of 40 WPM
5. Must be able to use a calculator
6. Bilingual (English/Spanish) (English/Punjabi) (English/Hmong) preferred but not required
7. Ability to adapt to specific environment and duties
8. Demonstrate clear knowledge of Ampla Health’s clinic structure, standards, procedures and protocols

COMMUNICATIONS SKILLS:L Medical Assistant Call Center Operator

1. Must have neat and legible handwriting
2. Must be able to interact with patients courteously and calmly
3. Ability to communicate well with the public