Compensation: $17.00 - $23.00 per hour
Summary:
The Clinic Call Center Representative is the first point of contact at the Corvallis Clinic to help find solutions to questions and various inquiries that impact patient care and our clinical staff. This position is responsible for handling incoming, outgoing, and inter-office calls in a timely and efficient manner. The primary function of this role is to identify and handle customer inquiries completely and accurately by utilizing customer service skills to optimize the opportunity of each customer contact.
Responsibilities:
- Will participate and maintain a culture within The Corvallis Clinic consistent with the content outlined in the Service and Behavioral Standards Caregiver Handbook. To this end, employee will be expected to read, have familiarity, and embrace the principles contained within.
- Take inbound calls, handles routing of calls/tasks, books appointments, and verifies patient insurance coverage. Provide excellent customer service as a representative of the Corvallis Clinic.
- Responsible for making patients and their needs a primary focus. Ensure efficient and prompt responses to inquiries. Cultivate positive and productive patient relationships with the Corvallis Clinic.
- Utilize system policies and procedures to try and meet patient's needs and seek information to recognize patient preferences and facilitate solutions to patient problems.
- Communicate effectively with customers, staff, and Providers.
- Ability to establish and maintain effective working relationships within the department and with clinical staff as required by the duties of the role
- Contact medical office staff or provider promptly when an acutely ill patient calls in.
- Maintain confidentiality of the Corvallis Clinic’s customers and data.
- Use technology tools as directed and within established guidelines.
Education, Licensure, and Experience:
- High school diploma or equivalent required.
- One year experience in high-volume customer service focused call center required, which includes demonstrated leadership, problem solving and organizational skills (healthcare or hospitality industries preferred).
- Experience or training with computer applications required.
- Experience or training with medical/insurance terminology preferred.
- Candidates with healthcare related experience preferred
- Experience or willingness to learn proficiency in the use of telecommunications hardware, software, and PBX platform as well as multiple IT applications
- Eagerness to contribute to responsibilities that will impact patient care through a positive, customer service-based approach and solutions-based mindset
Knowledge and skills:
- Must have working
knowledge of the Referral process.
- Service
Orientation - Successfully apply knowledge of various resources/models of
recovery to assist and care for others.
- Clerical -
Knowledge of administrative and clerical procedures and systems such as word
processing, managing files and records, and other office procedures and
terminology.
- Confidentiality -
Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of
protected health information. Ability to comply with laws and maintain
confidentiality of patient information.
- Time Management -
Ability to proactively organize, plan and prioritize work to complete within
required time frames and to follow-up on pending issues. Ability to perform
multiple tasks simultaneously and thrive in dynamic fast-paced environments and
under pressure.
- Team Building -
Ability to work, function and communicate successfully on a remote, multi-disciplinary
team. Possess the knowledge and skills to develop constructive and cooperative
working relationships with others and maintain them over time.
- Social Perceptiveness - Ability to work with a diverse population of patients. Possess personal sensitivity to the needs and experiences of others.
Physical Demands:
While
performing the duties of this job, the employee is frequently required to sit,
talk, and hear. The employee is occasionally required to walk; use hands and
fingers to operate, handle, or feel objects, tools, or controls; and reach with
hands and arms. Specific vision abilities required by this job include close
vision and the ability to adjust focus.
Work Environment:
This is a 100% remote position. Successful
performance will require a designated space at home conducive to a productive work
environment, quiet and without distraction, ensuring HIPAA rules and patient
confidentiality is secure.
Perks and Benefits:
- Work-life balance is a top priority at The
Corvallis Clinic
- 7 holidays + 2 floating holidays = 9 Paid Holidays! Early release on Christmas
Eve and New Year's Eve
- Generous Personal Leave Accrual
- Benefits: Medical w/ HSA or HRA, Dental,
Flexible Spending Acct (FSA)
- Employer contribution to HSA and HRA (when
enrolled in Medical Plan)
- Employer paid Long Term Disability (LTD), Basic
Life/AD&D, Employee Assistance Program (EAP)
- Voluntary Benefits (Vision, Life Insurance and
AD&D, Pet Insurance, Aflac, Legal Shield)
- Retirement - 401k eligible and auto enrolled after
90 days, 100% vested from day 1, with discretionary clinic match after 1 year
(w/hours requirement) and discretionary Profit Share after 2 years (w/hours
requirement).
- Pay on Demand (up to 2x per month)
- Casual Fridays (with clinic approved attire)
- Year-round employee engagement events and
festivities
- Team centered culture, delivering exceptional
medical care with compassion and a commitment to service.