Responsible for inbound & outbound patient and physician communications via phone within the contact center daily operations. This role is essential in supporting the overall WestMed goals of providing a high level patient experience and a high quality of care.
ESSENTIAL FUNCTIONS AND JOB RESPONSIBILITIES:
KEY COMPETENCIES REQUIRED:
Customer / Patient Service
Acknowledges patients/customers promptly in a warm, courteous manner; proactively offers to help and responds to requests for help; receives and answers patients/customers in a calm, reassuring manner. Focuses attention on patient’s exclusively while on a call. Answers phones, returns calls, and responds to in-person questions promptly. Provides accurate information while demonstrating empathy, to any and all callers on a daily basis. Takes appropriate actions to ensure focus is quality patient care while treating patients, co-workers, physicians, practitioners, and colleagues as “customers” with stout professionalism. Performs all responsibilities courteous at all times when performing daily responsibilities and adheres to all WMG customer service standards.
HIPAA, Confidentiality and Infection Control Compliance
Follows HIPAA guidelines at all times as it relates to patient information, documents and or any PHI. Adheres to HIPAA privacy mandates; adheres to confidentiality policy.
Problem Solving and Judgement
Demonstrates ability to determine best course of action for resolving issues based on presenting situation; able to assess and view situations from variety of perspectives; can dig deep to identify the real issues; solves problems and/or seeks appropriate guidance to solve problems; able to work independently and make appropriate decisions in absence of “supervisor”.
Communicates effectively and clearly both verbally and in writing; conveys information and responds to all in a credible, professional, and clear manner; speaks respectfully to all; keeps others informed of relevant issues; shares information; Uses active listening skills; uses facial expressions, body language and tones of voice that convey positive messages; maintains calm in conflict situations, handling situations and people with tact and professionalism; writes accurate, understandable messages.
Reliable when it comes to attendance and punctuality; if going to be late or absent, calls supervisor in advance; respects how others on team will be impacted by lateness or absentiism or schedule changes; present and accessible during scheduled hours.
Pitches in when help is needed and offers assistance to other team members; builds and maintains constructive relationships; engages in behaviors that support working together as a team; able to see things from another’s perspective; demonstrates work flexibility for good of WMG/team regarding locations, functions, and hours; demonstrates an awareness and sensitivity to cultural diversity.
Takes pride in professional demeanor and appearance; wears appropriate attire/uniform and name tags; takes pride in appearance and cleanliness of work area; keeps work area organized with necessary clinical and non-clinical materials.
Willingness to Learn/Continuous Learning
Demonstrates ability to learn new things in stated time-frame; demonstrates willingness and ability to adapt to new processes, policies and technology changes; keeps up-to-date with all required education, certification, licenses; assesses and identifies own learning needs.
GENERAL QUALIFICATION STANDARDS & JOB REQUIREMENTS:Education/Certifications/Licenses:
Performance Standards for Specialty knowledge, Skills & Abilities:
PHYSICAL JOB REQUIREMENTS:
While the following attempts to communicate the traditional physical demands associated with this position, The Company will consider varying such requirements whenever necessary to provide individuals with disabilities an equal employment opportunity.
Standing: Less than 1/3 of the time
Walking : Less than 1/3 of the time
Sitting: Greater than 2/3 of the time
Using hands to finger, handle, feel: Greater than 2/3 of the time
Reaching with hands and arms: Less than 1/3 of the time
Speaking or Hearing: Greater than 2/3 of the time
This description is intended to provide basic guidelines of work performed by employees assigned to this job, which may vary by individual department and sites. It is not intended to include all duties, responsibilities and qualifications. And, the omission of specific statements of duties does not exclude them from the position or performance review. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.
All employees are responsible for reading and abiding by the Policies and Procedures provided by leadership at time of hire.
Here at WESTMED Practice Partners, one of the most successful management services organizations in the United States health care community, we look for individuals who are interested in and seek a challenging, growth-oriented, dynamic and friendly environment. Individuals with a strong work ethic along with a caring personality are who we find to be most successful here, fitting into our not so basic mantra of simply being “Smart" & “Nice". Our organization is constantly looking to bring on like-minded people who have a genuine interest in helping people and possess an intellectual curiosity to try and do things better and more efficiently. We strive to bring out the best in all of our team members and provide individuals with the support they need to achieve their career aspirations.