Call Center Operator / Scheduler
Variety Care
 Oklahoma City, OK

Overview

Department: Call Center

Position: Call Center Operator / Scheduler

Employee Category: Non-Exempt

Reporting Relationship: Call Center Manager

Character Qualities:

  • Attentiveness-Showing the worth of a person or task by giving my undivided concentration.
  • Discernment- Understanding the deeper reason why things happen.
  • Resourcefulness- Making wise use of what others might overlook or disregard.
  • Responsibility- Knowing and doing what is expected of me.

Summary of Duties and Responsibilities:

Provide scheduling assistance to Variety Care patients. Answers telephones and send telephone encounters using (eClinical system) creating telephone encounters under general supervision, exercises some discretion, makes routine decisions based on existing scheduling guidelines and will assume other duties when assigned. Frequently interacts with the Triage Department, clinical staff and works under the supervision of the Call Center Manager. Provides back-up and overflow coverage in call center.

Responsibilities

Primary Duties and Responsibilities:

Provide initial customer service to all call center contacts, included but not limited to schedule for multiple Variety Care sites. Answer phones inbound calls, Scheduling, Verified Medicaid, Patient Satisfaction surveys, Telephone encounters, transfer calls & Provider initial customer service to all VC Patients. Obtains required information/documentation from patient at time of call. Provides information to Variety Care patients and new patients about Variety Care services and locations. Updates information and makes changes as necessary in the office software (eClinical) Troubleshoot day to day work related issues, and provide feedback to Supervisor. Follows HIPAA guidelines and OCHS Privacy policy and procedure. Assures that office equipment is in good working order. Notifies appropriate staff member if problems arise. Provides back-up and overflow coverage for call center representatives. Ability to handle patient/specialty complaints without seeking manager assistance. Patient's satisfaction surveys. Support Variety Care's accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the “Triple Aim“ of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs. Other duties as assigned

Qualifications

Requirements, Special Skills or Knowledge:

High School Diploma or GED. Possesses leadership skills. Possesses legible handwriting and basic mathematic skills Possesses ability to work with the public. Possesses ability to enter data entry and has intermediate keyboarding and computer knowledge. Able to communicate with patients and staff. Trustworthy handling confidential information. Able to work in an active and stressful environment. Able to work with difficult patients from time to time. Bilingual (English/Spanish) REQUIRED.

Work positions (Defined in 10% increments of work time, total equally 100%):

80% Sitting 10% Standing 10% Walking

ADA Requirements:

Must be able to lift 25 pounds. Able to sit for long periods of time