Temporary Intake Representative- COVID Vaccination Center

COVID – 19 Call Center Representative for Arnot Health is the first point of contact for new and returning patient inbound calls regarding COVID related questions and information. COVID – 19 Call Center Representative will answer patient questions, direct patients within the Arnot Health system, respond to scheduling and messaging needs, and provide a consistent customer experience that represents the Arnot Health System. The Call Center representative will handle patient appointment scheduling, pre-registration, verification of insurance eligibility, and will research patient inquiries with a high degree of diplomacy and problem-solving acumen.

DUTIES AND RESPONSIBILITIES:

1. Handles a high volume of COVID-19 related calls in an inbound, fast-paced contact center.

2. Provides superior customer service to patients, families, general public, and co-workers by consistently demonstrating Arnot Health’s Standards.

3. Provides complete registration and scheduling services for COVID-19 related services as per registration standards and clinic protocol.

4. Routes non-Covid-19 related calls to appropriate clinics, answering service, and/or others as appropriate. Takes accurate and complete messages for clinic providers, staff and management.

5. In addition, manages incoming and outgoing calls related to the Covid vaccine scheduling.

6. Helps to facilitate the scheduling and coordination of the vaccination for those who do not have a text number or email on file.

7. Processes requests in the appropriate software (CDMS/Smartsheet).
8. Ensures a positive telephone interaction with patients and the community

9. Identifies and shares workflow issues/gaps.

10. Is knowledgeable resource to patients/customers, striving to build patient/customer loyalty and confidence.

11. Resolves patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion.

12. Gathers information for accurate documentation of calls and enters into proper database. Verifies and updates necessary information at the point of scheduling.

13. Coordinates with Interpreter Services as indicated.

14. Adheres to contact center processes and workflow with an attention to continuous quality improvement.

15. Recognizes when customers are frustrated or may require education or instruction beyond the issue presented. De-escalates conflict situations with minimal supervisory assistance but recognizes when a situation is beyond individual training/expertise and requires assistance.

16. Additional duties may be assigned as business needs dictates.

17. Complies with the Arnot Health risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies.

18. Observes principles of data security and patient confidentiality.

19. Maintains ethical standards in the performance of duties and in interactions with patients, co-workers and health care professionals.

20. Demonstrates professional demeanor in appearance and behavior in all work-related interactions.

21. Participates in and completes the required training program including safety training and all required HIPAA and compliance training.

22. Participates in ongoing technical, customer service, and other training to continually improve skills and stay current with changes in operations.

23 . Is responsible for attending all annual mandatory educational programs as required by position.

24. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Medical Center.

25. It is understood that this job description lists typical duties for the classification and is not considered inclusive of all duties which may be assigned.

EDUCATION:

High school diploma required, medical terminology preferred.

QUALIFICATIONS:

1. Demonstrated communication and interpersonal skills. 2. Critical thinking skills with a high attention to detail
CARDIOPULMONARY RESCUSCITATION (CPR) REQUIREMENTS:

No CPR required.

PHYSICAL DEMANDS:

Typical office duties with light physical efforts. .

EXPOSURE CATEGORY:

Non-Direct Patient Care

Category III. Tasks that involve no exposure to blood, body fluids, or tissues. And Category I tasks are not a condition of employment.