Job Description

Job Title

ProMedica Call Center Representative - ProMedica Call Center - Part Time - Variable

Category

Administrative and Office

Organizational Unit

ProMedica -> ProMedica Physician Group -> ProMedica Call Center (1055)

Location

Toledo, OH 43607-1037 US (Primary)

Job Description

Being a part of a large family has advantages. With more than 500 ProMedica Physicians and advanced practice providers, our network is the region’s most complete, with connections to leading hospitals and a wide spectrum of health services. ProMedica Physicians have locations serving northwest Ohio and Southeast Michigan, all working together with a single mission: the health of our communities.

Summary

The Call Center Representative (CCR) establishes the first impression to ProMedica customers. Creates and facilitates coordination of services and referrals as requested by physicians, hospitals, and other health care professionals or entities to provide quality care to patients. The Call Center Representative also serves as a liaison in coordinating communication of patient status and treatment to referrals received from the region and locally.

Scope

This position reports directly to the ProMedica Call Center Team Leader. No positions report to this position.

Principal Accountabilities

• Manages multi-line phone system and serves as customer service representative and community/medical liaison by responding to requests from the region and local community for health information, physician referral and consultation services, event/class registration, assisting with insurance questions and other referrals to meet customer needs.
• Answers calls for the After Hours service 150  practices and increasing monthly, including obtaining pertinent and accurate information, directing calls to the registered nurse as appropriate and paging physicians as needed.
• Handles calls from all other services offered in the Call Center: Employee health Ouch Line, Palliative medicine, Paramount Advantage, Ask Paramount, and other services.
• Identifies potential emergency situations and transfers call to a registered nurse immediately based on the customer need.
• Handles calls for various institutes within ProMedica.
• Handles high volume of calls for appointment and physician referrals for PPG.
• Schedules New patient appointments in Epic for selected providers.
• Class registration and information for ProMedica Cancer institute.
• Proficient in the use of all software programs in meeting customer needs through data collection and referral management.
• Assists with maintaining and updating data base of physician and service profile information on an annual basis and as needed.
• Maintains and verifies current physician call schedule with all necessary information to facilitate timely and effective consultation for regional referral and after hours answering service.
• Other duties as assigned.

Job Requirements

• Minimum of one to two years of clerical experience in a physician’s office or related health care setting is preferred.
• One to two years experience in telephone sales or telephone-based customer service preferred.
• Must have excellent interpersonal skills necessary to communicate effectively with callers, physicians and offices.
• Experience using Microsoft Windows and Microsoft Office programs required. Epic training preferred.
• Ability to multi task and prioritize essential. Must be able to function with minimal guidance and supervision after training period.
• Demonstrated typing competency (minimum of 40 wpm).
• Knowledge of medical terminology preferred.

Education

• High School Diploma or GED required.

ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit 

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org

Equal Opportunity Employer/Drug-Free Workplace

Employee Exemption Type

Non-Exempt

Job Type

Part Time

Budgeted Hours / Pay Period

40

Shift Type

Variable

Shift Hours

8 hours

Weekends

On-call Requirements

Additional Schedule Details

Week 1 -Sun 1100-2030, Mon 1600-2130, Thurs 1600-2130 Week 2-Thurs. 1600-2130, Fri. 1600-2130, and Sat. 11-2030.

About the Company:
ProMedica -> ProMedica Physician Group -> ProMedica Call Center (1055)

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