Clinical Call Representative, Ambulatory Access Scheduling

Job Description

Under the direction of the Clinical Operations Manager, the Clinical Call Representative is responsible for handling incoming clinical calls for multiple departments. Calls are received from patients, caregivers, doctor's offices, pharmacies, supply companies, home health agencies, insurance companies, etc. The topics of calls includes: symptomatic patients, general medical questions, medication refills, medication questions, and requests for paperwork, orders, and results. The Clinical Call Representative plays an integral role in managing patients' care in the ambulatory setting. The goal of this position is to resolve the caller's concerns, if possible, otherwise to gather all pertinent information and relay to the clinic staff in the appropriate manner. This position is expected to adhere to departmental processes and procedures as well as system and department compliance policies and all applicable laws and regulations. The Clinical Call Representative is expected to work within their scope of practice.

Responsibilities

• Supports the patient care environment by communicating clearly, courteously and effectively, verbal and through written and computer documentation, while maintaining confidentiality of information.
• Collects and interprets complex patient data within their applicable scope of practice.
• Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
• Works on the behalf of the patients.
• Follows protocols with all populations and does not deviate from them.
• Provides accurate documentation following all established processes and protocols.
• Utilizes UC Health clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
• Achieves both departmental QA, customer service and Productivity standards.
• Willing to be taught and mentored.
• Working effectively with the team/work group to accomplish daily team/unit tasks: working proactively to achieve the team/unit goals and facilitate group cohesiveness.
• Maintains a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, participating in team problem solving.
• Maintain strict standard of confidentiality.
• Aware of patient's rights.
• Perform all other duties as assigned.

Qualifications

REQUIRED SKILLS AND KNOWLEDGE:

• Experienced and comfortable working with physicians/medical professionals, with the goal of meeting their needs.
• Problem solving, critical-thinking, communication, and interpersonal skills are necessary.
• Experienced and familiar with medical practices, hospital services, operations and medical terminology.
• Ability to use phone, computer and related technology.
• Ability to communicate in writing and orally in a professional manner.
• Demonstrated ability to problem solve.
• Demonstrated ability to develop, maintain effective working relationships with internal and external clients in a professional and positive manner.
• Ability to actively listen and engage in communications to ensure understanding of requests/needs of patients and clinical staff.

EDUCATION:

• High School Diploma or GED - Minimum Required
• Associates Degree - Preferred Degree
• Medical Assistant Certification preferred.

YEARS OF EXPERIENCE:

• 1 - 2 Years equivalent experience - Minimum Required
• 3 - 5 Years equivalent experience - Preferred