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Summary

Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Education/Experience/Licensure

Knowledge/Skills/Abilities

• Proficient in use of basic office equipment; multi-line phones; and data entry.
• Demonstrated organizational skills with ability to set priorities and meet deadlines.
• Demonstrates discretion in dealing with confidential information and sensitive issues.
• Excellent communication skills, professionalism and a desire to assist with patient needs.
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
• Proven record of providing excellent customer service both internally and externally.
• Ability to evaluate problematic situations and be able to adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue.
• Ability to multi-task in fast-paced environment.

Key Job Responsibilities

• Handles high volume of phone calls (inbound & outbound) from patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician to physician conversations and a multitude of other requests.
• Navigates and manages multiple operating systems (computer, EMR, telephone, and computer based, guided workflows) simultaneously while analyzing and developing solutions to patient needs.
• Supports and manages a high volume of patient inquiries while performing and adhering to established Key Performance Indicators (KPl's) and quality assurance programs.
• Consistently delivers exceptional customer service to all internal and external contacts with a positive attitude.
• Ensures delivery of high quality, patient support by accurately managing, controlling and maintaining patient care information.
• Actively listens to patient needs and deescalates situations as necessary.
• Understands, applies and supports departmental policies, procedures, and standards, and attends meetings/training sessions, and keeps supervisor informed when patient issues arise.
• Performs other job functions as assigned or requested.
  

Physical Requirements

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative.