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INTRODUCTION

MAJOR DUTIES/ESSENTIAL FUNCTIONS

• 
  Answers a high volume of calls, schedule, reschedule, confirm and cancel appointments, return all call backs generated in the system, records information and effectively communicates scheduled appointment to patients
• Answer and evaluate patient need, create telephone encounter and send to appropriate team for resolution, direct phone calls to appropriate site, advice nurse or leadership
• Control flow of calls that are presented in the TouchPoint desktop system
• Introduce patients to the patient portal and advise them of the features and benefits the portal offers
• Web enable and reset locked account for web enabled patients per patient request
• Verify and update current demographic information
• Discreetly handles and enters sensitive personal confidential information while adhering to Unity's HIPAA guidelines ensuring the proper handling of sensitive information.
• Serves as liaison between patients, staff and the health center leadership
• Reviews all client related information for accuracy and completeness, confirm appointments and assist the client where necessary
• Perform responsibilities with the required Customer Service standards
• Performs within expected guidelines regarding talk time and wait time
• Maintains a clean, organized, and safe working environment.
• Maintains files and/or client database
• Meets key metrics important for goals and benchmark data
• Performs other duties as assigned

• High school diploma or equivalent.
• Fluent in both English/Spanish preferred
• Excellent interpersonal communication, customer service and telephone equites skills.
• Minimum of one-year experience in an office setting, preferably a medical office setting.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service background.
• Some knowledge of medical terminology
• Good oral, written, and telephone communication skills; Bilingual: English/Spanish preferred.
• Ability to work independently or in a team oriented environment and interrelate well with individuals with diverse ethnic and cultural backgrounds and needs.
• Basic working knowledge of computers.
• Typing 40 WPM preferred.

SUPERVISORY CONTROLS

• Must be physically able to sit for prolonged periods of time at a desk, and use the telephone for long periods of time.
• Must be able to bend, and lift.
• Must have visual acuity and the ability to sustain long periods of computer usage.
• The office environment may be stressful with multiple, time-sensitive tasks to be accomplished within a short period of time.
• Must be able to work independently with minimal supervision, be capable of making sound business decisions, and be detail oriented, alert and self-motivated.
• Must be able to effectively manage difficult situations, staff, and customers.
• The statements contained herein describe the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.
• Unity Health Care provides primary health care services to underserved patients in Washington, DC. As a federally qualified health center, there is a commitment to serving traditionally underserved people in the community. Unity seeks to maintain facilities which are safe, sanitary, and serviceable.
• See the ADA Physical Efforts Effort Checklist.