Call Center- Patient Care Representative - Suncoast Community Health Centers Inc.

POSITION TITLE: CALL CENTER REPRESENTATIVE-PCR

FLSA: NON-EXEMPT

REQUIRED EDUCATION, SKILLS, AND ABILITIES:

• High School Diploma / GED.
• Demonstration of the knowledge and skills necessary to provide care appropriate to the age of the patients served.
• At least 1-year customer service experience preferred
• Self-motivated and positive attitude
• Good communication skills both verbal and written
• Computer literate
• Bilingual (English/Spanish) preferred

PRINCIPAL DUTIES:

• Monitor and respond to all incoming phone calls for the medical department. Document messages, prioritize urgency and route to licensed nurse/provider or other appropriate person for further action.
• Document all telephone calls and directions given to patient.
• Forward calls regarding assessment, symptoms and judgment calls, emergency care or medical advice to Charge Nurse, triage nurses, POD nurses at clinical sites.
• Review request of pharmacy orders for medication and refills, per Call Center Policy #T-150
• Assist patients requesting appointments with their Primary Care Provider.
• Assist patients with referral requests.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• None