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Essential Job Functions
Demonstrates a positive attitude and creates good relationships with team, patients, and guests.
Achieves 90% target for inbound and outbound calls.
Schedules patients as trained per Best Practice Scheduling guidelines.
Accurately documents conversations in patients’ electronic medical record.
Verifies appropriate insurance(s) on patients, when appropriate.
Confirms updates regarding patient demographic information during each visit: Name, DOB, Phone Number, Insurance.
Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality.
Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines.
Meets the performance and skill metrics of the position, which are subject to change.
Manages large amounts of calls in a timely manner.
Follows communication ‘scripts’ when handling various topics.
Identifies and resolves issues by using active listening and problem-solving skills.
Understands disposition codes.
Performs all other duties as assigned.
Minimum Required Education, Experience & Skills
One year telemarketing, call center, or sales experience
One year experience in a medical setting
Bilingual in English/Spanish required.
High school diploma or GED equivalent.
Excellent customer service phone skills
Effective written and oral communication skills
Teamwork orientation.
Organized and ability to manage competing priorities.
Knowledge of medical terminology.
Expert in computer literacy in electronic health record.
Ability to navigate between multiple computer programs/screens while assisting patients on the phone.
Basic mathematical skills.
Ability to react calmly and effectively in emergency situations required.
Safe work practices in a clinic setting.
Able to follow through with delegated tasks.
Preferred Education, Experience & Skills
At least 3 years in a medical/call center related customer service role.
Physical & Mental Requirements: (check all that apply) Required immunizations and vaccinations.
Ability to lift to 50 pounds.
Ability to push or pull heavy objects using up to 100 pounds of force.
Ability to stand or sit for extended periods of time.
Ability to use fine motor skills to operate equipment and/or machinery.
Ability to properly drive and operate a vehicle.
Ability to receive and comprehend instructions verbally and/or in writing.
Ability to use logical reasoning for simple and complex problem solving.
Occasionally requires exposure to communicable diseases or bodily fluids.
Occasional travel for clinic activities may be required (ex. InnovaCare meetings or training).
Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.