Provides the first point of contact with callers to the facility/group. Answers/receives all incoming telephone calls and assists patients and staff with outgoing calls. Schedule appointments in a high call volume department. Executes requests to page medical and emergency staff. In accordance with policy, answers questions relative to patient information.

PRINCIPAL ACCOUNTABILITIES:

• Answers incoming calls and route them to the appropriate department.

• Takes appropriate action for each call.

• Accurately registers patients and schedules appointments following established schedule templates.

• Manages large amounts of inbound and outbound calls in a timely manner.

• Follows call center “scripts” when handling different topics.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Maintains proper record of all interactions with customers on the call center database.

• Serves as a central link of communication between patients, medical staff and the general public.

• Operates computer and IT equipment such as switchboards, headset etc.

• Keeps equipment operational by following established procedures; reporting malfunctions.

Required:

1. High School Diploma or equivalent.

**National Certification CCMA from: NHA, AAMA, NAHP, ARMA, AMT, AMCA, or NCCT.

OR Precertification agreement must be signed if expired or receiving certification within 60 days of employment.**

Preferred:

1. Associate's degree in Medical Care or related field.

2. 1 year of experience in Health Care services.