GENERAL PURPOSE: MA Call Center Operator
Call Center Operator is responsible for providing assistance to patients on the telephone.
MAIN RESPONSIBILITIES & DUTIES: MA Call Center Operator
Manages large volumes of inbound and outbound calls in a timely manner: always identifying self and clinic.
Provides assistance to patient and other contacting the clinic by telephone; may provide direct assistance, or take messages and direct calls to the appropriate party
Completes initial registration information of new patients following established policies and procedures
Updates any changes of patient’s information in computer database and scans updated paperwork into Electronic Health Record (EHR) under correct tabs; including documenting phone notes when appropriate.
Follow communication scripts when handling different topics.
Identify patients’ and other customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Navigate through patients’ chart in the EHR to locate appropriate information
Maintains daily EHR worklist
Informs patients of share of cost and co-pays for all types of payers.
Verifies coverage under insurance, Medicare/Medi-Cal, Managed Care and other federal/state programs
Verifies pharmacy information and other clinical information related to a patient’s visit.
Documents notes in computer regarding collections, payment arrangements, failed appointment notice, or additional conversations.
Schedules appointments for patient’s calling in.
Other duties as assigned by supervisor
QUALITIES &CHARACTERISTICS: MA Call Center Operator
Maintains a professional relationship and positive attitude with co-workers, the public, patients and all Ampla Health’s staff, Board of Directors and vendors
Maintains the highest professional ethics and is honest in dealing with people; is a model for all employees through his/her actions
Strives to learn more and is receptive to new challenges and opportunities
Displays enthusiasm toward the work and the mission of Ampla Health
PROFESSIONAL KNOWLEDGE, SKILLS & ABLITIES: MA Call Center Operator
High School Diploma or GED required
Medical Assistant certificate required
Ability to use Microsoft Word for basic correspondence
Ability to type a minimum of 40 WPM
Must be able to use a calculator
Bilingual (English/Spanish) (English/Punjabi) (English/Hmong) preferred but not required
Ability to adapt to specific environment and duties
Demonstrate clear knowledge of Ampla Health’s clinic structure, standards, procedures and protocols
COMMUNICATIONS SKILLS: MA Call Center Operator
Must have neat and legible handwriting
Must be able to interact with patients courteously and calmly
Ability to communicate well with the public
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