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