The Clinical Call Representative manages incoming clinical calls from patients and medical providers to resolve concerns or relay information to clinic staff. They are responsible for accurate documentation, maintaining patient confidentiality, and adhering to departmental protocols within their scope of practice.
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 includes: symptomatic patients, general medical questions, medication refills, medication questions, and 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 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, verbal 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 the 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 Degree
License & Certification: Medical Assistant Certification preferred.
Experience: 1 - 2 Years equivalent required / 3 - 5 Years experience - preferred
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