Essential Job Functions

• Demonstrates a positive attitude and creates good relationships with team, patients, and guests.

• Achieves 90% target for inbound and outbound calls.

• Schedules patients as trained per Best Practice Scheduling guidelines.

• Accurately documents conversations in patients’ electronic medical record.

• Verifies appropriate insurance(s) on patients, when appropriate.

• Confirms updates regarding patient demographic information during each visit: Name, DOB, Phone Number, Insurance.

• Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality.

• Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines.

• Meets the performance and skill metrics of the position, which are subject to change.

• Manages large amounts of calls in a timely manner.

• Follows communication ‘scripts’ when handling various topics.

• Identifies and resolves issues by using active listening and problem-solving skills.

• Understands disposition codes.

• Performs all other duties as assigned.

Minimum Required Education, Experience & Skills

• One year telemarketing, call center, or sales experience

• One year experience in a medical setting

• Bilingual in English/Spanish required.
• High school diploma or GED equivalent.

• Excellent customer service phone skills

• Effective written and oral communication skills

• Teamwork orientation.

• Organized and ability to manage competing priorities.

• Knowledge of medical terminology.

• Expert in computer literacy in electronic health record.

• Ability to navigate between multiple computer programs/screens while assisting patients on the phone.

• Basic mathematical skills.

• Ability to react calmly and effectively in emergency situations required.

• Safe work practices in a clinic setting.

• Able to follow through with delegated tasks.

Preferred Education, Experience & Skills

• At least 3 years in a medical/call center related customer service role.

Physical & Mental Requirements: (check all that apply)

• Required immunizations and vaccinations.

• Ability to lift to 50 pounds.

• Ability to push or pull heavy objects using up to 100 pounds of force.

• Ability to stand or sit for extended periods of time.

• Ability to use fine motor skills to operate equipment and/or machinery.

• Ability to properly drive and operate a vehicle.

• Ability to receive and comprehend instructions verbally and/or in writing.

• Ability to use logical reasoning for simple and complex problem solving.

• Occasionally requires exposure to communicable diseases or bodily fluids.

• Occasional travel for clinic activities may be required (ex. InnovaCare meetings or training).

Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.