[Hiring] Clinical Calls Representative @UC Health

Role Description

Under the direction of the Clinical Operations Manager, the Clinical Call Representative is responsible for handling incoming clinical calls for multiple departments. Calls are received from patients, caregivers, doctors' offices, pharmacies, supply companies, home health agencies, insurance companies, etc. The topics of calls include:

• Symptomatic patients
• General medical questions
• Medication refills
• Medication questions
• Requests for paperwork, orders, and results

The Clinical Call Representative plays an integral role in managing patients' care in the ambulatory setting. The goal of this position is to resolve the caller's concerns, if possible, otherwise to gather all pertinent information and relay it to the clinic staff in the appropriate manner. This position is expected to adhere to departmental processes and procedures as well as system and department compliance policies and all applicable laws and regulations. The Clinical Call Representative is expected to work within their scope of practice.

Responsibilities

• Clinical Calls Administration:
  • Supports the patient care environment by communicating clearly, courteously, and effectively, verbally and through written and computer documentation, while maintaining confidentiality of information.
  • Collects and interprets complex patient data within their applicable scope of practice.
  • Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
  • Works on behalf of the patients.
  • Follows protocols with all populations and does not deviate from them.
• Documentation:
  • Provides accurate documentation following all established processes and protocols.
  • Utilizes UC Health clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
• Customer Service:
  • Achieves both departmental QA, customer service, and productivity standards.
  • Willing to be taught and mentored.
• Call Team Support:
  • Working effectively with the team/work group to accomplish daily team/unit tasks: working proactively to achieve the team/unit goals and facilitate group cohesiveness.
  • Maintains a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, participating in team problem solving.
• Compliance:
  • Maintain strict standard of confidentiality. Aware of patient's rights.
• Other Duties:
  • Perform all other duties as assigned.

Qualifications

• Education: High School Diploma or GED - Required / Associates Degree - Preferred
• License & Certification: Medical Assistant Certification preferred.
• Experience: 1 - 2 Years equivalent required / 3 - 5 Years experience - preferred