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Time Type:

Department:

All Locations:

Description:

Essential Duties and Responsibilities:

• Promptly answers all incoming calls via Touchpoint for the following queues: Main line, Primary Care, Hass Center, Nutrition, Vision, Patient Services, Behavioral Health, and Dental. Also assist with the COVID lines as needed. Back up agents for Women’s Health, Pediatrics and Recovery Services lines.**plan to take service lines as prime agents
• Meets departmental metric of completing 60-90 calls per day *Varies by the day
• Appropriately schedules, cancels, and or reschedules appointments for the following departments: Primary Care, Hass Center, Nutrition, Vision, Patient Services, Behavioral Health, Dental, and the COVID Department
• Appropriately creates telephone and refill encounters and routes to the appropriate pools
• Appropriate create COVID lab orders in Epic and create negative test result letters as needed
• Appropriately refers patients to other departments when required and announces all warm transfer calls, in accordance to guidelines, to assure optimal delivery of customer service
• Knowledge of “red flag”/urgent symptoms; know when immediate nurse involvement is needed
• Assists in escalated complaints that are not specifically requesting a supervisor and creates CRMs
• Follows the check in/registration guidelines
• Follows check out guidelines when at the Hass, covering in BH/Dental/Vision departments in person
• Process co-pay, self-payment posting as appropriate and cash handling following EBNHC protocol
• Monitors waiting rooms when covering Registration
• Process UDS, Privacy Notice, Consent to Bill/Treat forms, Care Partner forms, PHQ9, MVA/WC forms.*Dental: Medical history forms, SUD form
• Faxing sorting and distribution
• Complete pre-registration WQs for Primary Care (includes WH and Pedi), Nutrition, Vision, BH, Dental, Recovery Services, Neurology, Acupuncture, and Pedi Asthma
• Complete the telehealth reports for all departments/providers at South End
• Completes the Nutrition WQ/outreaches in the SE Internal WQ
• Completes the in basket/staff messages request from providers
• Scanning medical history/documents into Dentrix *Dental only
• Complete reminder calls/COVID symptoms screening *Dental only

Qualifications and Requirements:

• HS Diploma/GED.
• Minimum of 1 year customer service and/or administrative experience.
• Excellent written and verbal communication, judgement and problem solving skills.
• Bilingual fluency Spanish/English required.
• Knowledge of medical terminology and experience working with electronic medical record technology a plus.
• Proficient in Microsoft Office Suite.