Kelsey-Seybold Clinic
Basic Function: Describe purpose and function of position in no more than 4 sentences:
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Schedules appointments in a prompt and courteous manner utilizing a PC. Confirms appointments and handles cancellations in a timely, efficient and courteous manner. Is able to problem solve for patients utilizing identified resources. Provides comprehensive service to facilitate a resolution for any caller request. Acquires and maintains computer skills to effectively utilize applicable software. |
Job Qualifications: (A = minimum; B = preferred)
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Education |
A. |
High School diploma or GED from an accredited program |
B. |
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Experience |
A. |
1-year experience in a high volume contact center OR 1 year of customer service experience (customer-based interfacing, dealing with the public (in person or on the phone), retail, front office, hospitality (hotels, restaurants in customer facing roles). |
B. |
2 years contact center or customer service experience with PC experience and knowledge of MS Word and Excel. |
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Skills |
A. |
Excellent customer service and telephone etiquette skills |
B. |
Insurance knowledge of HMOs, PPOs, POS EPOs and indemnity plans |
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Special Skills |
A. |
Critical thinking skills. |
B. |
Ability to exercise good judgment in a high-volume contact center while maintaining a professional attitude |
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Other |
A. |
Ability to fluently speak, write and understand both the English and Spanish languages |
B. |
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Adjustment Time: (estimated time for fully capable person to be effective in this position) 6 Weeks
Essential Duties:
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Performance Factor Weight |
NOTE: Weigh duties as appropriate to reflect importance and/or time expended on each. |
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35% |
1. |
Schedule, Cancel and reschedule appointments utilizing a PC and appropriate software per established processes and policies. Confirms and updates patient insurance and demographic information as necessary. Interface with clinical providers and nursing staff to fulfill patient’s needs |
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35% |
2. |
Maintain necessary knowledge and skills; participate in ongoing training as required. Ability to demonstrate training can be integrated into their daily work performance. Meets or exceeds required accuracy expectations. |
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10% |
3. |
Adhere to your scheduled work defined start, stop and break schedules including all business deemed activities i.e. Training, Coaching etc. |
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10% |
4. |
Present to work as scheduled |
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10% |
5. |
Meet productivity targets based on assigned duties |
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Total: 100% |
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