PRINCIPAL DUTIES AND RESPONSIBILITIES

• Answers all telephone inquires regarding the daily appointment schedule, provider/clinic staff availability, Erie services and general patient information.
• Schedule appointments- Ensures to schedule appointments appropriately for all Erie Medical patients at WT, HP, HH, TC, & SBH. Schedules appointments in compliance with established guidelines for all medical specialties: FP, IM, Peds, NP, OB-Gyn, CNMs and miscellaneous.
• Responsible for updating patient’s demographic and insurance information at time of scheduling the appointment.
• Verifies IHC – Ensure that all patients who have the Medical card are enrolled in the IHC program with EFHC though the MEDI system.
• Captures all patients that can be eligible for State Health programs: such as ALL KIDS, IHC etc.
• Pages nurses and providers- Ensures to page message nurses & provider through airmail intranet for all urgent calls.
• Provides appropriate routing and handling of all telephone calls – administrative, clinical and informational in compliance with departmental guidelines.
• Diverts calls to voice mail locations as needed or records and distributes accurate messages. Monitors voice mail functioning as required.
• Patient Satisfaction – Responsible to provide excellent customer service to all patients and assist them at all times.
• Performs other duties as assigned

QUALIFICATIONS

Requirements

• High School Diploma or equivalent required
• Healthcare operations or administration experience preferred
• One year of call center experience required
• Strong computer skills including Microsoft Office, experience with dual screens, and navigating between multiple applications at once
• Ability to type at minimum 25 words per minute
• Exhibits essential Customer Service focused commitment demonstrating active listening, focus on issue resolution, sharp attention to detail, and analytical and problem-solving abilities to meet and exceed the needs of our patients
• Proven track record of reliability and demonstrates importance of attendance and maintaining a positive work environment, arriving on time and with minimal absenteeism
• Experience working in a fast paced, rapidly changing environment
• Previous work from home experience is preferred but not required
• Ability to consistently maintain metric and quality requirements

REMOTE Work from Home Opportunity! After successful completion of your introductory period of 4-6 months, training and meeting applicable metrics; the opportunity to work from home may be available.

Must be able to work flexible hours which may include evenings and weekends. Local candidates are preferred.

COVID-19 vaccine documentation is required for all employees.