Medical Call Center Specialist Senior – Day Shift

The Med Call Center Specialist Senior establishes and maintains good customer relations with the public, potential clients, caregivers and fellow employees of the VCU Health System. This will include, but is not limited to, patient information, physician information, clinic and medical center information, paging and beeper information, and other related services.

The Med Call Center Specialist Senior demonstrates compliance with all local, state and federal laws and regulations including JCAHO standards and VCUHS policies and procedures. This position schedules out-patient appointments and ensures accurate patient demographic and insurance data entry.

The Med Call Center Specialist Senior serves in a lead capacity which may involve any or all of the following: training/mentoring staff; functioning as scheduling/registration expert; providing performance feedback; assisting with interviews; providing performance feedback; and serving as back-up to supervisor.

The Med Call Center Specialist Senior assists with the daily office functions in order to ensure efficient and effective operations.

The Med Call Center Specialist Senior ensures that staff exhibit good customer service and are consistent in all interactions.

Licensure, Certification, or Registration Requirements for Hire: N/A

Licensure, Certification, or Registration Requirements for continued employment: N/A

Experience REQUIRED:

Minimum of one (1) year of previous patient scheduling/registration work experience in a healthcare setting (acute care hospital, physician office, medical practice, etc.)

Previous experience/education with office technology including word processing, general typing, data entry and Windows applications (Word and Excel)

Previous experience/education with medical terminology and health insurance

Experience PREFERRED:

Two (2) or more years of previous patient scheduling/registration work experience in a healthcare setting (e.g. academic medical center, doctor’s office, medical practice, etc.)

Previous work experience in a call center setting

Education/training REQUIRED:

High School diploma or equivalent

Education/training PREFERRED: N/A

Independent action(s) required:

Answers incoming calls courteously and respectfully, introducing self and providing a welcome greeting.

Updates and maintains information in department data applications.

Schedules patient appointments, gives appointment information and provides general information within specified departmental guidelines.

Follows Commitment to Coworkers.

Supervisory responsibilities (if applicable): N/A

Additional position requirements:

Must be flexible with work schedules according to department staffing need or shift requirements.

Maintains a neat, clean appearance/attire and working environment in accordance to department and hospital policies.

Team Members may be required to work some holidays.

Age Specific groups served: All

Physical Requirements (includes use of assistance devices as appropriate):

Physical – Lifting 20-50 lbs.

Activities: Prolonged sitting, Repetitive motion

Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking

Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.

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