Call Center Representative

Full Time
Killeen, TX
Posted 1 month ago

The Call Centers’ sole purpose is to provide our patients with exceptional customer service and conclude all patient concerns and questions within a 24-hour period. Providing prescription and prior authorization services in a timely manner and communicating progress with both patient and provider along the way.

Summary of Essential Job Functions:

  • Answer all patient phone calls within two rings while providing a warming and inviting greeting.
  • Process incoming voicemails on a rotating schedule. Documenting and tagging the appropriate department.
  • Begin all phone introductions with “Thank you for calling Integrated Pain Associates my name is _______ how may I help you.”
  • Type legible and thorough messages within the EMR system.
  • Research each call by reviewing past exams, prescriptions, messages, etc. before presenting to a provider or management team.
  • Ability to think critically and “outside the box.”
  • Verbalize with patients/staff in a professional and respectful tone at all times.
  • Understand HIPAA and Patient Right guidelines.
  • Operate office equipment such as fax and copy machine, scanner and multi-line phone system.
  • Understand office policies and procedures being able to follow instruction with minimal supervision.
  • Document all recorded phone messages every thirty minutes during business hours and tasking the correct department.
  • Ability to understand the difference between an urgent and minor patient concern, tagging the message by color while also addressing with providers or management team.
  • Manage assigned IM and communicate in a professional manner.
  • Additional task as assigned.

Minimum Requirements:

  • Preferred degree in Medical Assisting/ Pharmacy Technician/or Certified Nursing Assistant.
  • Navigate within an EMR medical system.
  • Type 35 words per minute.
  • Obtain a yearly CPR/BLS certification, preferred but not required.
  • Obtain a yearly TB skin test and flu shot in his/her own accord when due, preferred but not required.
  • Pass a baseline drug test with possible random testing while employed.
  • Ability to multi-task with many duties.
  • Phone skills including patient, pharmacy, third party representatives, and medical practices representing IPA in a professional manner.
  • Complete documentation accurately and in a timely manner

Job Features

Job TypeFull Time

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