Job Title: Call Center/Patient Care Coordinator Revised: Sept 2019

Department: Administration

Reports To: Integration Manager

FLSA Status: Non-Exempt/Hourly/Full-time

Hours: 8:00 am – 5:00 pm

Summary: Performs call center and front desk operations in all facets

Duties and Responsibilities include the following. Other duties may be assigned.

Exhibit stellar customer service and professionalism to both internal/external clients.*

Schedule appointments for fitness and clinic with enthusiasm.*

Operate multi line phone system – direct calls, take and relay messages in a timely and efficient manner. - meet or exceed departmental goals.*

Receive incoming calls from prospective, current, and past patient/clients, provide education and consultation, and schedule appropriately. If unable to schedule, direct accordingly to proper department to ensure excellent patient centered care.

Make outbound calls to prospective, current, and past patient/clients, for purposes of scheduling, recruiting, educating, and maintaining patient base according to retention guidelines.*

Monitor system schedules to facilitate optimal use of provider time, increase revenue streams, and maximize the client experience.

Utilize systems to maximize efficiencies, documenting lead generation pipeline accurately and timely

Obtain continual education to properly explain all aspects of Rejuv Medical in areas of but not limited to, Regenerative and Functional Medicine, Fitness, and the “Rejuv Advantage” to prospective and returning patients. *

Assist as back up to Patient Care Coordinators with duties such as:

Checking in and scheduling patients, clients, and consults. Confirm client accounts and information is accurate and current, greeting each one with a professional/personal shine factor.*

Verify appropriate client insurance and update demographics consistently.*

Collect copays and balances due at time of service.

Enter agreements and changes, approve or void contracts as needed with manager’s approval.*

Assist in child care department, including covering for meal breaks and time off.*

Read and respond to email messages professionally and timely.*

Process point of sale accurately.*

Send out referral “thank you” letters.*

Scanning of documents to ensure items are entered into electronic systems in a timely manner.

Cross-train in all aspects of Client Care/Front Desk fully from Gym Focus to Clinic Focus presenting no concern/separation of skills between the two.*

Ability to work in a fast-paced environment professionally and productively.*

Using work time efficiently and responsibly. When an opportunity arises to take on additional tasks whether small or large timeframe, communicating with Manager as initiatives are constant.*

Conform to complaint resolution process.*

Listen

Empathize

Apologize

Take note/assure a Supervisor will contact them

Email Supervisor with name/contact info/details

Supervisor to contact client and remedy/cc: HR

Assist in documenting processes/forwarding to HR for recording and filing.*

Takes breaks appropriately and with thorough communication. Breaks are to be encouraged, however business/staffing needs will prevail. Flexibility is necessary.*

Create unity within the TEAM aligning with our Core Values of Virtuous, Brilliant, Results

Respect peers consistently.*

Respect for authority in all management roles.*

Adhere to accountabilities, bringing forward barriers to ensure success.*

Shine. Internal customers (co-workers) and patient interaction via in person, phone, email – display professionalism and positive demeanor consistently.*

Other duties and special projects as assigned.*

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office suite.

Education/Experience:

High school diploma or general education degree (GED); and two to four years related experience and/or training and college education; or equivalent combination of education and experience.

Preferred Training/Experience:

Graduate of Health Information Technology or Medical Administration programs, Medical Terminology, or experience in call center type setting. *preferred but not requirements for the position.

Certificates and Licenses:

Current CPR and AED certificate – not currently enforced

Equipment:

General Office Equipment

Knowledge, Skills and Other Abilities:

Active listening skills

Social perceptiveness

Monitoring skills

Critical thinking skills

Service orientation

Instructing skills

Time management

Judgment and decision making skills

Knowledge of learning strategies

Ability to document/record information

Communication skills

Knowledge of body mechanics

Knowledge of weight management and nutrition

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be occasionally exposed to blood-borne pathogens.

The noise level in the work environment is usually loud

I am able to perform the above duties with or without an accommodation. If I need an accommodation in the future, I will make the request as soon as possible to my direct supervisor. My supervisor will advise me if a reasonable accommodation can be made. Any agreed upon accommodations will be documented on or attached to this job description and placed in the personnel file.

 

I have read and understand the requirements and qualifications of this job, including the physical demands, and am able to perform these functions.

 

Furthermore, I understand that my performance will be evaluated, in part, by the level of my ability to perform the above job duties. The duties listed in this job description are not all-inclusive and other duties may be assigned.

 

Employee Acceptance 

 Date 


 

Human Resources 

 Date