Call Center Agent

Are you looking for an exciting, professional career with a company that treats each individual with dignity and respect? We take pride in our work and organization knowing that we make a difference in the lives of our patients every day!

Steward Medical Group at Hawthorn Medical Associates is looking for an enthusiastic professional Call Center Agent with a positive attitude, along with the ability to work both independently and on a team in a fast-paced environment! The successful candidate will:

• Answer patient telephone calls coming into the Primary Care Call Center using defined protocols and obtain necessary and required information from the patient in order to process the call.
• Call Center Agents will determine the patient’s primary reason for calling:
• If the patient requires an appointment, every effort is made for the patient to be seen that same day if possible, for an acute medical issue.
• If not able to be seen same day due to patient preference or due to provider limitations, every effort is made to have the patient seen as soon as possible by another MD or advanced practitioner in the practice or refer to Urgent Care.
• In the case of an extenuating circumstance or if the patient is traveling and cannot come into the office setting, a patient case will be entered and forwarded to primary care office for further triage.
• Have knowledge of each practice and provider’s schedule, scheduling preference and schedule as appropriate.
• Responsible for timely, efficient and accurate documentation in the electronic medical record.
• Interact with Practice staff and providers to communicate and work cooperatively regarding patient care and coordination.
• Provide patients with World Class service.
• Act professionally and treat patients, co-workers, and leadership with respect always.
• Maintains a positive work environment.
• Other duties as assigned.
• Perform confirmation calls.
• Perform prescription refills based on Call Center protocol.
• Schedule COVID tests, COVID vaccines and flu vaccines per protocol.

Qualifications:

• High School Diploma or equivalent, associate degree preferred
• Call Center experience in a health care setting preferred
• Athena and Meditech experience preferred
• Knowledge of healthcare and/or related products, medical terminology, insurance products, and coordination of benefits preferred
• Ability to evaluate situations and escalate issues appropriately
• Ability to bring tasks to completion in a manner satisfactory to all
• Ability to communicate with others effectively in a concise manner, to bring issues effectively to a resolution
• Ability to multitask, and ability to follow through with our patients
• Experience with Word and Outlook preferred
• Organizational, time management skills
• Ability to think globally about the patient experience
• Effective verbal, interpersonal and written communication skills
• Creative, flexible and self-motivated
• Ability to relate positively with patients

Steward Health Care is the largest private, for-profit health care network in the United States. The company is owned and led by a management team of Steward Physicians. Headquartered in Dallas, Texas, Steward employs more than 40,000 health care professionals and operates 35 hospitals across the United States and in the countries of Malta and Colombia which regularly receive top awards for quality and safety. The Steward network includes multiple urgent care centers and skilled nursing facilities, substantial behavioral health services, more than 7,000 beds under management, and approximately 2.2 million full risk covered lives through the company's managed care and health insurance services.

The Steward Health Care Network includes more than 5,000 physicians across 800 communities who help to provide more than 12 million patient encounters annually. Steward Medical Group, the company's employed physician group, provides more than six million patient encounters per year. The Steward Hospital Group operates hospitals in Malta, Colombia and nine states across the U.S., including Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah. For more information, visit www.steward.org.

Hawthorn Medical Associates, an affiliate of Steward Health Care, was established in 1970 and is the largest multi-specialty group practice in the Greater New Bedford area. We have many of the area’s finest physicians who practice in our state-of-the-art facilities in a campus-like setting. They are supported by a skilled professional and support staff and together provide high quality, comprehensive medical care to more than 138,000 patients each year.