Clinical Calls Representative, 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, doctors 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 callers 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

Clinical Calls Administration:

• 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.

Documentation:

• 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.

Customer Service:

• Achieves both departmental QA, customer service and Productivity standards.
• Willing to be taught and mentored.

Call Team Support:

• 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.

Compliance:

• Maintain strict standard of confidentiality. Aware of patients rights.

Other Duties:

• Perform all other duties as assigned.

Qualifications

Education & Skills:

Education: High School Diploma or GED - Minimum Required / Associates Degree - Preferred

License & Certification: Medical Assistant Certification preferred.

Experience: 1 - 2 Years experience - Minimum Required / 3 - 5 Years experience - Preferred