PACE Call Processing Representative
- Demonstrates knowledge and understanding of San Diego PACE services, to answer questions and direct calls appropriately.
- Document all calls on our EHR system and inform appropriate staff.
- Demonstrates knowledge and understanding of the San Ysidro Health services and programs to answer questions and direct calls appropriately.
- Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call. Performs appointment scheduling, rescheduling, canceling, and confirming.
- Understands, recognizes, and effectively handles unique medical issues, urgent services and patient grievances and follows established protocols to resolve problems or determines escalation to supervisor.
- Logs in and is ready to receive or make calls as directed by schedule as well as utilizing break codes appropriately as defined by the call management system.
- Provides quality, efficient telephone customer service to internal and external customers and routes calls to appropriate department for continued assistance as necessary.
- Adheres to current productivity and quality assurance requirements for the department.
- Clearly and effectively communicates with patient/staff via call or electronic message.
- Take complete messages that are detailed, concise, spelled accurately and utilizes correct medical terminology.
- Understands and applies company policies regarding the proper use of the computer, telephone, and other company equipment to complete daily tasks.
- Adheres to San Ysidro Health's and department's attendance and punctuality policies and practices.
- Performs other related duties as assigned or requested.
- Assists in maintenance of department equipment and supplies.
- Follows established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
- Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
- Attends meetings as required and participates on committees as directed.
- Performs other related duties as assigned or requested.
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