Lead Call Center Operator

Responsibilities

The Lead Call Center Operator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include:

Provide high quality customer service on every call
Promote teamwork and call center success
Responsible for satisfying the customer and maintaining the image of Mercy Medical Center.
Scheduling office appointments and procedures
Taking accurate phone messages
Making reminder calls to patients per office protocol
Taking accurate Rx refill requests and sending them through Epic to provider pools
Ensure referrals are in the system for upcoming appointments
Flag offices for patients coming with high balances
Sending out new patient packets
Scanning documents
Working workqueues (WQs)
Recommending workflow efficiencies to improve the patient experience
Provide patients with information on physicians, directions to locations and educational materials
Answer patients or physicians questions
Interviews callers to obtain full understanding of what information is being requested
This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Requirements

EDUCATION AND WORK EXPERIENCE

Education and Work Experience:
Must possess a high school diploma or GED.
One year of medical office experience preferred.
Previous experience in a call center preferred.
Must be computer literate.
Must have good organizational skills and the ability to handle multiple tasks and communicate well with personnel, visitors, customer, patients and the general public.
Must have excellent customer service skills and appropriately respond to all different types of patient needs.
Knowledge of medical terminology is preferred.

Benefits

Benefits Eligibility is based on your scheduled FTE status and Job Category

Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
403(b) retirement plan with generous company match and “catch up” provision
Paid Time Off (PTO) & company paid holidays
Tuition reimbursement
Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
Employer paid Short & Long Term Disability benefits for eligible employees
Voluntary Benefits
Discounts on auto & home insurance and Verizon plans
Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values