Job Summary:

Under the direction of the Lead Call Center Representative, the Call Center Representative (CSR) performs a variety of tasks related to answering incoming telephone calls for all clinics, schedule appointments, make follow-up calls to patients, create new medical records, enter and verify demographic, account and coverage information and enroll patients in MySeMRHI. The CSR ensures that patients efficiently flow through the scheduling and registration processes, while also delivering great experiences through compassionate interaction to ensure patient satisfaction. The CSR must demonstrate the ability to be a team member and skills to appropriately communicate and interact with the patients of all age groups, while being sensitive to their culture and religious beliefs.

Job Responsibilities:

• Answers incoming calls using a multi-line phone system while accessing multiple systems simultaneously


• Registers patients by entering or updating patient information in the Allscripts system


• Completes the scheduling process by booking appointments, reminding patients what to bring to their visit , and providing an arrival time frame that allows the patient to complete all of the necessary paperwork relating to their visit.


• Accurately enters coverage information into the Allscripts system in order to ensure that eligibility is verified before the patient arrives at the clinic


• Prequalifies patients for SEMRHI’s sliding scale program and instructs them what documentation the clinic needs to complete the approval process


• Assists patients with registering for their MySEMRHI patient portal account


• Maintain AHT, Quality Assurance, AUX, hold times, and schedule adherence at or above the expected performance level for each metric


• Evaluates every interaction by using active listening and critical thinking skills to determine the level of urgency for that specific contact.


• Accurately captures call details using SEMRHI’s customer relationship management software


• Remain calm under pressure and effectively resolve patient complaints


• Utilizes triaging and a warm transfer process to direct calls to other areas of the organization


• Resolves every patient compliant by displaying ownership in the resolution of the patient’s concern.


• Respects patient’s privacy, dignity, and cultural beliefs in all interactions


• Ensures confidentiality by abiding by applicable laws, regulations, and SEMRHI policies when working with Protected Health Information


• Assists with the orientation and training of other employees


• Cross train to other positions, as directed


• Performs all other duties, as assigned


• Completes the required IT/Security trainings prior to the deadline

Knowledge, Skills, and Abilities:

Working Knowledge of Microsoft Office

General knowledge of medical terminology

General knowledge of HIPPA and related patient privacy regulations

Skill at deescalating irate patients

Ability to work in a high stress environment

Ability to adapt to quickly changing priorities

Ability to multi-task while maintaining a professionalism and a positive attitude

Education / Experience Requirements:

• High school diploma or GED


• Must demonstrate basic computer and advanced typing skills


• 1 year of call center experience


• Experience in a health/clerical related field is preferred


• Bilingual English/Spanish is preferred

Physical and Other Requirements:

• Ability to continuously listen, visualize, have dexterity and eye-hand coordination, ability for simple grasping and speed work


• Must be able to remain in a stationary position


• Must frequently be able to sustain concentration while accessing multiple systems in order to resolve patient issues