Call Center Agent

The Care Call Center Agent will appropriately gather information from patients 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 regarding appointment reminder calls, pre-visit planning, and rescheduling appointments as required.

Responsibilities:

• Answer patient telephone calls coming into the Care Call Center using defined protocols and obtain necessary and required information from the patient to process the call
• Call Center Agents will determine the patients 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 into the office setting, that patients 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:

• Education: High school diploma or equivalent, Associate degree preferred
• Experience: Call Center experience in a health care setting preferred
• Software/Hardware: 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

This position is subject to the COVID-19 Vaccination Policy for Steward Health Care Workforce. Employees in this position will be required to provide adequate proof of vaccination for COVID-19 by an FDA-approved vaccine prior to starting work. Steward will consider requests for exemptions from this vaccine requirement on the basis of medical condition or sincerely held religious belief in accordance with applicable Federal laws.

Additional Information

Steward Medical Group is taking additional necessary preparations to ensure patients can receive compassionate care in safe, carefully managed environment with confidence and without fear.

Our Safe and Ready program consists of a rigorous [three-point] standard ensuring patient safety, confidence and convenience.

1. Any COVID-19 related care takes place in designated areas away from other patients and their families.
2. A stringent cleaning policy has been implemented throughout our facilities.
3. A strictly controlled visitor and mask policy is required for patient and colleague safety.

Steward Health Care is an Equal Employment Opportunity (EEO) employer, Steward Health Care does 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.

About Steward Health Care System:

Steward Health Cares physician-led model was created to provide patients access to the highest-quality care at a sustainable cost, providing personalized, and coordinated ongoing medical services that positively impact patients physical, emotional, and mental well-being.

Founded in 2010, Steward Health Care is the nations largest accountable care organization (ACO), with more than 5,500 providers and 43,000 health care professionals who care for 12.3 million patients a year through its network of hospitals, urgent care centers, skilled nursing facilities, and behavioral health services. Steward received a perfect 100% quality rating by the Center for Medicare and Medicaid Services (CMS) Medicare Shared Savings Program (MSSP) in 2020.

Based in Dallas, Steward is the largest private, physician-led health care network and currently operates 39 hospitals across Arizona, Arkansas, Florida, Louisiana, Massachusetts, Ohio, Pennsylvania, Texas, and Utah. For more information, visit www.steward.org.