Program: Wind River Family & Community Healthcare
Opening Date: April 21, 2021
Closing Date: May 5, 2021
Hours: Generally Monday-Friday, 40 Hour Work Week
The call center operator position is under the management of the Health Information Management department. The position is currently located in the administration modular building. The purpose of this position is to assure patient telephone calls are answered for health care access. This position is responsible for scheduling patient appointments upon patient and provider requests. The call center operator is the first contact the patient makes when calling into the facilities. The call center operator will answer the telephone in a friendly, courteous and professional manner.
When the operator arrives for their tour of duty, the operator should be completely prepared to receive incoming telephone calls. This may require employees to report to work 5-10 minutes earlier if necessary.
There are numerous types of appointments available and the call center must be familiar with the standards of procedure in general facility information, appointment times, length of appointments, etc.
Communication and Customer Service:
The operator will provide clear communications with patients, clinical and medical staff, tribal programs and their representatives, and other callers as applicable.
Patient Verification utilizing Two Patient Identifiers:
The operator will verify the patient(s) name(s) utilizing two patient identifiers before entering appointments in the provider schedule.
Date of birth
Perform other duties as assigned
Knowledge, Skills, and Abilities:
Oral communication skills
Ability to schedule appointments
Ability to provide customer service
Knowledge of patient confidentiality
Knowledge of the Health Insurance Portability and Accountability Act (HIPAA)
Ability to initiate and follow through with assignments using policies and procedures
Ability to communicate with tribal programs and their representatives, health care clinics and hospital staff
Maintains a good working relationship within the call center work area and other work areas.
The supervisor defines the overall goals and priorities and is available for guidance with unusual problems.
The supervisor relies upon the call center operator for the knowledge, skills, and abilities to independently perform his/her assignments.
The supervisor periodically reviews the work for results, technical accuracy and conformity to facility policy and regulatory requirements.
The supervisor places considerable reliance upon the operator’s knowledge of the scheduling system and other applicable areas of work.
Guidelines include numerous facility policies, Federal and State laws as applicable, and other requirements as necessary. Guidelines are general and do not cover all areas encountered in work performed. Interpretation of vague or unclear situations in which no precedent has been established is referred to the supervisor.
The operator makes decisions regarding schedule changes, cancellations and rescheduling of appointments as applicable. It is important that the operator maintains an open line of communication with the supervisor.
Scope and Effect:
Work involves contact with the patient and accessing patient health information for job duties.
Personal Contacts/Purpose of Contacts:
Contacts are with patients, nursing staff, physicians, and employees within the immediate organization of the work unit.
The work is primarily sedentary. There may be some walking or carrying light items such as manuals or files. Good eye/hand coordination is required.
The work environment involves risks and discomforts of a patient care setting including exposure to communicable diseases, working with office machines and computers. The demand of computer terminals and keyboards for long periods of time that may cause eye, shoulder, and wrist strain. Work is performed in a smoke-free office setting. There is adequate light, heat, and ventilation in the work area.
Other Significant Factors:
It is of high importance to provide good customer service to patients, co-workers, and other departmental staff. Maintain professionalism in the work environment.
The incumbent must maintain strict confidentiality and high ethical standards in performing the position. The incumbent needs to be respectful, possess cultural awareness and sensitivity, be flexible, and demonstrate sound work ethics.
How to Apply: