Call Center - Patient Engagement Specialist - North Carolina ( Remote Virtual Position) - Millennium Physician Group

Summary

The Call Center - Healthcare Connection Representative plays a crucial role as they are the liaison between our patients and medical practices within the Millennium Physician Group family.  They are the first point of contact via telephone with the patient.  The successful candidate in this call center setting must be a team player who demonstrates a positive and friendly attitude. The Representative must remain calm under pressure and possess excellent communication skills.  The Representative demonstrates attention to detail, retains knowledge and possesses a maturity level that allows them to have the poise and professionalism to deal with our patients in the most difficult circumstances.  An excellent communicator in both verbal and written forms, they work cross-functionally with RX Hub, Nurse triage and the medical practices. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Handle incoming calls, schedule patient appointments, provide accurate information, and solve complaints and inquiries; always keeping customer satisfaction at the core of every contact.
• Identify patient needs, clarify information, research every issue and provide appropriate solutions and/or alternatives.
• Screen calls and ensure they are transferred to the appropriate staff member.
• Learn protocol to take appropriate steps in an urgent call situation.
• Complete and process records to ensure all pertinent data is entered into the patient's record in an accurate and thorough manner.
• Meet performance metrics, goals, and outcomes in a fast paced, high performing team based setting.

People who enjoy and succeed in this role: (Attributes)

• Have a positive customer service attitude and are energized by helping people
• Assimilate information and listen well
• Have a strong work ethic that includes thoroughness and attention to detail
• Understand that success comes from working together (team player)
• Adapt to changing circumstances with patience and determination
• Love to solve problems creatively and think analytically
• Pride themselves on their ability to organize and process information
• Take ownership of outcomes in providing quality service and support
• Get excited with comprehensive training and continued opportunity to grow/develop!

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Adaptability Maintaining effectiveness in varying environments and with different tasks, responsibilities, and people.

Analysis/Problem Assessment Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.

Communication - Expressing ideas effectively in individual and group situations (including nonverbal communication); adjusting language or terminology to the characteristics and needs of the audience.  Good listening skills.

Compassion - The responsibility to put a patient's or person's interests first, including the duty not to harm, deliver proper care, and maintain confidentiality. 

Compliance - Employee has satisfactory completed employers required compliance training.

Employee is able to demonstrate an understanding of employers Code of Conduct. 

Dependability - Meets commitments, deliverables, deadlines, work independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

Follow-up - Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project. 

Initiative - Making active attempts to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required; being proactive.  Practices self-development.

Integrity - Maintaining and promoting social, ethical, and organizational norms is conducting internal and external business activities. 

Judgement/ Problem Solving - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others. 

Patient Service Orientation - Proactively developing patient/customer relations by making efforts to listen and understand the customer and their needs (both internal and external); anticipating and providing solutions to customer needs; giving high priority to patient/customer satisfaction.  Ensures appropriate follow up and is their advocate in determining solutions.  The employee uses a variety of communication techniques to effectively express thoughts and ideas and to understand or influence.  

Practical Learning - Assimilating and applying, in a timely manner, new job-related information that may vary in complexity. 

Quality Orientation/ Attention to detail - Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems. 

Results Driven& Execution - Accountable for meeting or exceeding individual and/or department goals and objectives.  Committed to producing results that will achieve company objectives.  Sets priorities and organizes time to meet or exceed goals, follows up, and takes personal responsibility for results whether they are positive or negative. Team work/ Collaboration - Working effectively with team/work group or those outside formal line of authority (e.g., peers, senior managers) to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus; subordinating own objectives to the objectives of the organization or team.  Listens to others and values opinions.

Technological /Professional knowledge - Having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in area of expertise.

Work Standards - Setting high goals or standards of performance for self, direct reports, others, and the organization; being dissatisfied with average performance; self-imposing standards of excellence rather than having standards imposed by others.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

No skills needed.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Athena Database software; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Certificates, Licenses, Registrations

N/A

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate depending on business activity of the office.