MIDWEST EYE CARE
Job
Description
|
Position: Call
Center Operator |
Department: Call Center |
|
Reports To: Jeri Christ |
FSLA Status: Non-
exempt |
|
Approved Date:
January 1999 |
Review and Revision Date:
January 2000 |
SUMMARY:
The Call Center Operator
is responsible for answering incoming telephones for all of the Omaha offices,
scheduling and confirming appointments, rescheduling appointments when needed,
having a basic understanding of insurance plans and taking very detailed
messages for the physicians.
PHYSICAL GUIDELINES:
The ability to
sit for extended periods; lift up to 20 lbs; utilize computer, monitor, and
keyboard for up to eight hours.
DUTIES AND RESPONSIBILITIES:
*1. Telephone
Operations
a. Answer all incoming telephone calls and dispose of properly via appropriate transfer,
taking a message, or follow-up and return call
b. Route all calls to and from the Medical
Call Center in the a.m. and p.m.
c. Routinely checks the queue to monitor
calls holding.
d. Route all calls to the PCC appropriately.
e. Prints schedules two days ahead to
confirm all appointments by telephone.
*2. Scheduling
a. Schedules appointments for all doctors,
which include scheduling any tests or contact lens appointments needed.
b. May include blocking and unblocking
schedules when appropriate
c. Distribute change of physician schedule
(“pink slip”) information; appropriately document the change and re-schedule
patients as indicated.
d. May include documenting and making
template changes as appropriate
e. Monitoring all schedules for errors or
overbooking and
f.
Call or
send letters to patients that have missed their appointment.
*3
Administrative duties
a. Tabulate
monthly clinic visits
b. Prepare a weekly 2-week
doctor’s schedule to be distributed to all offices
c. Survey patients by telephone for each
doctor.
d. Keep a record of the number of patients rescheduled for each
doctor.
e. Send a report on appointment availability to the doctors
meetings.
f.
Monitor various publications of deceased
patients, prepare sympathy cards, and distribute information accurately.
*4 Front
Desk
a. Greet all patients according to the Customer Service Standards of Excellence, and collect pertinent demographic and billing information.
b.
Validate
and correct insurance information and collect appropriate fees.
c.
Assure
necessary documents in the charts and referral if needed.
5.
Training
& Development
a.
Attends and
participates in development programs.
b.
Participates
in workshops and programs. Assists in the training of other employees as needed
c.
Maintain
certification where applicable, and continue to improve skills.
d.
Cross train
to other positions as directed
6.
Professional
Image
a.
Exhibits
professional demeanor at all times while representing the practice
7.
Goals &
Objectives
a.
Set goals
and objectives for professional growth. Reviews and revises these on an ongoing
basis
b.
Gives input
and supports management/practice decisions.
8.
Customer
Service
a.
Supports
the mission statement to develop, enhance, and promote quality customer service
through team efforts.
b.
Exhibits
flexibility, sensitivity, and respect, maintaining a working relationship with
all team members.
MINIMUM QUALIFICATIONS:
High
School diploma or equivalent, good organizational skills, effective
communication skills and knowledge of the alphabet. Must be able to work
compatibly as a team member with co-workers. Ability to logically think and
determine the next step to pursue.
OTHER:
This job description is intended only to describe the general nature and level of work performed. It is not intended nor should it be interpreted as an exhaustive list of all duties, skills, and responsibilities. Incumbents will perform the attached duties as well as any other assigned by the management.
The
practice has determined that this position is not at risk for blood borne
pathogens as described by O.S.H.A regulations of 1992.
.
* Asterisk denotes the essential functions
of the position
NAME:
______________________________________________________________
POSITION:
___________________________________________________________
I have read and understand the job
description provided to me by Midwest Eye Care.
__________________________________ ___________________________
__________________________________ ___________________________