Call Center Agent

Summary:

The SMG Primary Care Call Center Agent will appropriately gather information from patients in order to schedule appointments, process referrals, prepare prescription refills, and take basic clinical information. This position will also perform other duties as required by the manager in regard to appointment reminder calls, pre-visit planning, and rescheduling appointments as required.

Responsibilities:

• Answer patient telephone calls coming into the Primary Care Call Center using defined protocols and obtain necessary and required information from the patient in order to process the call
• Call Center Agents will determine the patient’s primary reason for calling:

• If the patient requires an appointment, every effort is made for the patient to be seen that same day if possible, for an acute medical issue.
• If not able to be seen same day due to patient preference or due to provider limitations, every effort is made to have the patient seen as soon as possible by another MD or advanced practitioner in the practice
• In the case of an extenuating circumstance or if the patient is traveling and cannot come in to the office setting, that patient’s interaction would be forwarded directly to the primary care office for further triage
• If the provider, associated advanced practitioner, or other coverage for the practice that the primary care provider is associated with are not able to accommodate the patient, other practice locations will be offered in order to have the patient gain access to care

• Have knowledge of each practice and providers schedule and scheduling preferences
• Follow SMG Best Practices by following pre-visit planning protocols to confirm patient insurance eligibility and contacting patients with upcoming appointments that have not confirmed through other means
• Responsible for timely, efficient and accurate documentation in the electronic medical record
• Interact with Practice staff and providers to communicate and work cooperatively regarding patient care and coordination
• Obtain post hospital and transitional care patient lists and proactively schedule these patients per protocol to be seen by their primary care provider (preferably within three to five days) or one to two weeks (minimally)
• Maintain an updated list for each provider of Medicare Annual Wellness patients and proactively schedule patients as openings become available
• Assist in chronic care management as needed and/or requested for telephonic appointments with advanced practitioners
• Provide patients with World Class service
• Act professionally and treat patients, co-workers, and leadership with respect always
• Maintains a positive work environment
• Other duties as assigned

Qualifications:

• High School Diploma or equivalent, associate degree preferred
• Call Center experience in a health care setting preferred
• athena and Meditech experience preferred

• Knowledge of health care and or related products, medical terminology, insurance products, and coordination of benefits
• Ability to evaluate situations and escalate issues appropriately
• Ability to bring tasks to completion in a manner satisfactory to all
• Ability to communicate with others effectively in a concise manner, to bring issues effectively to a resolution
• Ability to multitask, and ability to follow through with our patients
• Prior experience with Athena preferred
• Experience with Excel, Word and Outlook required
• Organizational, time management skills
• Ability to think globally about the patient experience
• Effective verbal, interpersonal and written communication skills. Creative, flexible, and self-motivated
• Ability to relate positively with patients

About Steward Health Care
Nearly a decade ago, Steward Health Care System emerged as a different kind of health care company designed to usher in a new era of wellness. One that provides our patients better, more proactive care at a sustainable cost, our providers unrivaled coordination of care, and our communities greater prosperity and stability.
As the country’s largest physician-led, tax paying, integrated health care system, our doctors can be certain that we share their interests and those of their patients. Together we are on a mission to revolutionize the way health care is delivered - creating healthier lives, thriving communities and a better world.
Steward is among the nation’s largest and most successful accountable care organizations (ACO), with more than 5,500 providers and 43,000 health care professionals who care for 12.3 million patients a year through a closely integrated network of hospitals, multispecialty medical groups, urgent care centers, skilled nursing facilities and behavioral health centers.
Based in Dallas, Steward currently operates 39 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah.
For more information, visit www.steward.org.

Steward Health Care is proud to be a minority, physician owned organization. Diversity, equity, inclusion and belonging are at the foundation of the care we provide, the community services we support and all our employment practices. We do not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, and or expression or any other non-job-related characteristic.