Duties and Responsibilities:

• Demonstrates superior customer services skills, including but not limited to:
• Interacts with all internal and external customers in a caring and respectful manner.
• Answers telephone, responds to messages/inquiries and routes calls in a timely and polite manner.
• Communicates with patients and their families in a courteous, professional, cooperative and mature manner both in-person and over the telephone.

• Assists patients with questions as appropriate, or refers to appropriate person for assistance.
• Responds to patient requests for scheduling and rescheduling appointments to include creating profiles for new patient looking to establish care.
• Schedules appointments utilizing the designated templates in the Electronic Medical Record system, or other supplemental software programs, as appropriate.
• Works cooperatively with other departments to optimize scheduling capabilities, and resolve scheduling issues which may arise.
• Manages patient portal requests via Well Messenger.
• Assists with arranging language interpretation services, if necessary.
• Fosters a patient-oriented environment that focuses on patient satisfaction and quality outcomes/monitoring.
• Ensures that patient calls for appointments are managed quickly and effectively.
• Manages appointment slots appropriately to allow for work-in patients in the daily schedule.
• Documents communication with patient/family in electronic medical record, when needed.
• Arranges for a callback from the provider or nursing staff regarding a patient's condition or question, as appropriate.
• Works as needed with front desk and clinical teams for any scheduling needs that arise.
• Assists in providing PI reports for improving quality of patient care.
• Performs other duties as assigned by supervisor.

Qualifications:

High School Graduate. 2 years of Medical office or clinical experience preferred. Excellent written and verbal communication skills required. Must have excellent telephone etiquette. Computer and typing skills required. Must be able to relate to a variety of people at different developmental levels. Must possess the ability to prioritize tasks and manage time efficiently. Must be flexible as to the changing needs of the center. Must have the ability to be a team player at all times.