Omaha, Nebraska
Call Center Receptionist Job Opening in Omaha, Nebraska - POSITION SUMMARY
Work under the direction of the Call Center Lead, Call Center Receptionist will present a professional and compassionate first phone impression to our patients. Answer calls, schedules medical appointments for patients using the clinic's practice management software NextGen; transfer all other calls in an accurate and timely manner ensuring that excellent customer service is achieved on every occasion. A highly motivated professional that works well and cooperatively with others to achieve productivity standards and exceptional customer service. Communicate effectively and thoughtfully to patients from diverse backgrounds. Understand and commit to quality healthcare and excellence in customer service including confidentiality; practice these values with internal and external customers.
DUTIES & RESPONSIBILITIES
Experience in call center activities.
Able to make appointment schedules in NextGen
Schedule appointments in accordance with health center standards and appointment guidelines.
Provide convenient appointment times and locations and manage patient expectations by providing service and center-specific guidelines and instructions for health center visits.
Maintain average call time, call volume, appointment rate, and hold time.
Log in and be ready to receive or make calls as directed by schedule.
Maintain thorough understanding and knowledge of our healthcare services and programs in order to answer questions and direct calls appropriately.
Meet daily, weekly and monthly call center performance goals in respect to volume, metrics, service levels and quality Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive client issues.
Educate clients about services, and fees.
Conduct accurate fee assessment to determine payor source and eligibility for private insurance, Medicaid, Medicare, Every Woman Matter.
Inform patients of financial responsibility, what to bring, and payment methods.
Utilize and master a variety of information technology systems in support of all aspects of client appointment processing, including the practice management system, NextGen and telephone system.
Ensure clients are advised of follow up needs per alert notes in NextGen and EMR.
Refer patients to other internal providers for services (Behavior Health, Nutrition).
Maintain and adhere to all Joint Commission, OSHA, HIPAA and CDHC policies and guidelines.
Attend and participate in routine health center meetings and in-service trainings.
Great Customer Service skills
Great communication skills as well as ability to work with others in close proximity.
Willing to be cross train for Front Desk Receptionist responsibilities.
POSITION REQUIREMENTS
Education: High School Diploma required;
Experience: Call center experience in a primary health care setting, and a minimum of three (3) years of customer service training.
Language: English
Travel: Local, intrastate, and interstate travel, as required
Physical: Reasonable accommodation may be made to enable individuals with special challenges to perform these essential functions.
Exposure: The exposure characteristics described here are representative of those an employee encounters while performing the essential functions of this position. For example, while performing the essential functions of this job, the employee occasionally is exposed to fumes or airborne particles and toxic or caustic chemicals. Additionally, the employee may be occasionally exposed to blood borne and other hazardous chemicals. Finally, the noise level in the work environment can occasionally be quite loud. In all cases personal protective equipment will be provided to the employee in combination with adequate ventilation and other engineering controls to minimize the risk of exposure or other hazardous occurrence.
Job Type: Part-time
Required education:
High school or equivalent
Required experience:
Customer Service: 1 year
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