Contact Center Representative - Outbound jobs in Great Falls, MT

The Pre-Access Services Representative is responsible for one of the first impressions a patient will have of Benefis Health System. This role has the expectation of learning and using processes and information to manage a patient's expectations to include getting information to their provider/nurse, scheduling provider appointments, parking, check-in process, and way finding. Additionally, this role provides education both verbally and via mail to manage the patient and/or family member's expectations as a patient of our facility. The Pre-Access Services Representative is responsible for coordinating and accurately scheduling appointments for BMG Provider offices for all customers. The Representative learns and demonstrates a customer interview to gather data to schedule and pre-register patients. The Pre-Access Services Representative is responsible for providing high quality customer service in all interactions while representing Benefis Health System.

NON-EXEMPT

Coordinates and schedules patients to medical appointments in the clinic EHR according to the established guidelines. Is expected to complete at a progressively consistent accuracy level of at least 90% and progress to achieving no less than 75% productivity level

Answer incoming calls in a timely manner, routing calls to the appropriate areas and making outbound calls to patients and other departments as needed.

Engages with customers over the phone to schedule new and recurring appointments, send reminders, handle cancellations, and reschedule patients as needed.

Gather complete and accurate demographic from patients over the phone.

Provides excellent customer service, actively listening to patients, and communicating over the phone in a clear and engaging manner.

Informs patients of any pre-appointment instructions or preparations and information that will be required at the time of check-in.

Works to develop working relationships with clinicians and their office staff, build understanding of their needs/expectations and build optimal communication with these stakeholders.

Complies with HIPAA regulations regarding patient health information confidentiality in all communications.

Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.

Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.

Professional Requirements:

Adheres to dress code.

Completes annual educational requirements.

Maintains regulatory requirements.

Wears identification while on duty.

Maintains confidentiality at all times.

Attends department staff meetings as required within the department.

Reports to work on time and as scheduled; completes work in designated time.

Represents the organization in a positive and professional manner.

Actively participates in performance improvement and continuous quality improvement (CQI) activities.

Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards

Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.

Complies with Benefis Health System Organization Policies and Procedures.

Complies with Health and Safety Standards and Guidelines.