Client Services Representative -Primary Care

Essential Functions

- Manages incoming telephone calls for Primary Care.

Answers calls promptly, transfers callers, creates and sends actions or encounters to the appropriate staff, and routes messages accurately.

- Provides routine administrative support to leadership and other departments.

- Places outgoing appointment-reminder calls to patients.

- Maintains expert working knowledge of applicable database systems and protects patient privacy.

- Uses active listening and critical-thinking skills to identify caller needs and processes each call according to applicable service-line guidelines.

- Receives, reviews, and accurately routes incoming faxes to the appropriate provider, clinical team, or administrative department in accordance with established office protocols.

- Follows up with specialists to confirm receipt of outgoing referrals and, when necessary, obtains the correct fax number and resends the referral.

- Performs related duties as required or assigned.

Maintains and promotes the professional reputation of VIA Health Partners.

- Maintains professional development and incorporates new information and methods into practice.

May perform other duties as required.

Qualifications

Minimum Qualifications

- High School diploma or GED.

- A minimum of two years of related experience in an office environment, preferably in a healthcare setting. Working knowledge of primary and/or palliative care is preferred.

- Typing proficiency is required; proficiency in Microsoft Office is preferred.

Knowledge, Skills, and Abilities

- Excellent written and verbal communication and interpersonal skills. Demonstrates strong problem-solving and critical-thinking abilities; is organized, self-directed, and able to manage time effectively. Shows a high degree of sensitivity and an ability to coordinate and support interdisciplinary care. Committed to providing excellent service to internal and external customers and able to adapt positively to change.

- Reasoning Ability: Ability to address a variety of variables in situations with limited standardization and interpret various forms of instruction.

- Mathematical Ability: Ability to perform basic mathematical calculations, use decimals to compute ratios and percentages, and read and interpret graphs.

- Language Ability: Ability to read and understand a variety of written materials, including instructions and manuals; prepare memos and reports using correct grammar, spelling, and punctuation; and communicate clearly and professionally with appropriate pronunciation, pacing, and emphasis.