Call Center Representative

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    "requisitionDescription": "<div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.37.25/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.37.25/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div class=\"fr-view\"><p id=\"isPasted\"><span style=\"font-family: georgia,serif;\">JOB SUMMARY&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">Capital Area Health Network&rsquo;s Call Center Representative will&nbsp;be responsible for&nbsp;answering inbound phone calls for Capital Area Health Network&rsquo;s call center department and must have strong verbal communication skills. The position includes scheduling medical appointments and transportation for new and existing patients.&nbsp;&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">ESSENTIAL&nbsp;FUNCTIONS&nbsp;</span></p><ul><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Answer phones and respond to online appointment requests</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Accurately schedule patient appointments for all physicians and locations using knowledge of the physician&rsquo;s specialty,&nbsp;schedule, and accepted insurances</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Enter or verify all personal and billing information when scheduling appointments for New or Established patients</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Obtain identification data,&nbsp;insurance&nbsp;and income information, etc.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Accurately schedule all appointments with Transportation Requests in coordination with Transportation Department</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Identify, research, and resolve patient issues using&nbsp;eClinicalWorks&nbsp;(Capital Area Health Network&rsquo;s EHR) and contact other CAHN employees when necessary</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Educate the patients about the importance of making and keeping an appointment</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Provide educational information to all patients including, but not limited to; a detailed and&nbsp;accurate&nbsp;explanation of the CAHN&rsquo;s system of care and services, information&nbsp;regarding&nbsp;scheduling appointments, including how and when to cancel appointments, and any information provided by management team and/or staff</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Recognize, document, and alert the supervisor of trends in patient calls.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Update patient information in Electronic Health Record (eClinical&nbsp;Works)</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Perform other administrative duties and related tasks as assigned by the management team and staff.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Adhere to all CAHN standards, guidelines,&nbsp;policies&nbsp;and procedures</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW90293081 BCX0\">Perform other duties as assigned by supervisor</span></li></ul><p id=\"isPasted\"><span style=\"font-family: georgia,serif;\">KNOWLEDGE,&nbsp;SKILL,&nbsp;&nbsp;ABILITIES&nbsp;AND&nbsp;OTHER&nbsp;CHARACTERISTICS&nbsp;</span></p><ul><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Customer Service-the individual must have excellent customer service skills and the ability to&nbsp;utilize&nbsp;these skills with internal and external customers</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Confidentiality- the individual must be knowledgeable of the HIPAA guidelines and&nbsp;have the ability to&nbsp;keep all patient information confidential</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Communication- the individual must possess outstanding verbal and written communication skills.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Flexible- the individual must be able to work a flexible schedule and attend and support CAHN events outside of regular business hours.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Problem-solving- the individual must&nbsp;possess&nbsp;excellent&nbsp;problem-solving&nbsp;skills.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Detailed Oriented- the individual must be able to easily&nbsp;observe&nbsp;details and make a quick and efficient analysis</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Autonomous- the individual&nbsp;is able to&nbsp;work alone and manage tasks efficiently</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Proactiveness&nbsp;&ndash; the individual analyzes problems and&nbsp;demonstrates&nbsp;initiative in solving without much direction.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Multi-task- the individual must be able to multi-task in a high-stress, fast-paced environment.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Motivation- the individual must have the ability to be a self-starter without requiring additional prompting by the supervisor.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">People Skills- the individual has excellent people skills which include listening and exercising patience.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Punctual- the individual has the ability to be on time to work and to all CAHN functions.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Commitment-the individual must know and&nbsp;have the ability to&nbsp;commit to CAHN&rsquo;s mission,&nbsp;vision, and values.</span></li></ul><p><span style=\"font-family: georgia,serif;\">&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">EDUCATION AND EXPERIENCE&nbsp;</span></p><ul><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">High school diploma, GED, or equivalent (minimum)</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">One to three years of progressive customer service experience.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Experience in a call center and/or medical office is highly desirable.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Familiarity with eClinicalWorks is a plus.</span></li><li style=\"font-family: georgia, serif;\"><span data-contrast=\"none\" lang=\"EN-US\" class=\"TextRun SCXW235552393 BCX0\">Basic office skills: typing, faxing, scanning, and telephone etiquette.</span></li></ul><p><span style=\"font-family: georgia,serif;\">&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">QUALIFICATIONS&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">To perform this job successfully, the employee must be able to perform each essential function, as well as the physical and mental requirements satisfactorily. The requirements listed above are representative of the knowledge, skills, abilities, and other characteristics required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. &nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">DISCLAIMER&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">The above duties and responsibilities are essential job functions, subject to reasonable accommodations. All job requirements listed&nbsp;indicate&nbsp;the minimum level of knowledge, skills, and/or abilities&nbsp;deemed&nbsp;necessary to perform the job proficiently.&nbsp;</span></p><p><span style=\"font-family: georgia,serif;\">This job description is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation.&nbsp;</span></p><p>&nbsp;</p></div></div>\n",
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