East Central District Health Department/Good Neighbor Community Health Center

POSITION SUMMARY:

The Medical Office Specialist- Call Center serves as a centralized access point for patients, managing inbound phone calls and supporting appointment scheduling. This position is responsible for answering incoming calls, scheduling and coordinating patient appointments, processing payments over the phone, assisting patients with service access, and providing switchboard navigation.

This role serves as a liaison between patients and clinical support staff, ensuring timely communication, accurate scheduling, and efficient coordination of care. The Medical Office Specialist must possess excellent communication skills, strong organizational abilities, and the capacity to manage a high volume of calls in a fast-paced environment.

ESSENTIAL JOB FUNCTIONS:

• Answer a high volume of incoming calls in a timely, courteous, and professional manner.
• Screen, prioritize, and route calls appropriately according to established protocols.
• Schedule, reschedule, and confirm new and follow-up appointments in accordance with clinic scheduling guidelines.
• Provide patients with accurate information regarding services, appointment availability, clinic procedures, and visit preparation requirements.
• Document call interactions accurately within the electronic health record as needed and per established protocols.
• Process patient payments over the phone and assist patients with establishing payment plans in accordance with organizational policies.
• Maintain working knowledge of insurance requirements, billing processes, and clinic workflows to effectively respond to patient inquiries.
• Relay messages and coordinate communication between patients and medical support staff.
• Assist Billing staff with patient account inquiries and documentation requests as assigned.
• Perform other duties as assigned.

EDUCATION:

High School Diploma or Equivalent, or a demonstrated track record of call-center experience.

REQUIRED SKILLS:

• Basic computer and data entry skills required.
• Demonstrated ability to manage multiple phone lines and maintain accuracy while handling high call volumes.
• Strong verbal communication skills with a professional phone presence.
• Ability to remain organized and prioritize tasks in a fast-paced call environment.
• Ability to maintain confidentiality and exercise sound judgment.
• Proactive and independent with the ability to take initiative when appropriate.

PREFERRED SKILLS:

• Knowledge of basic medical terminology and insurance billing preferred.
• Previous experience working in a hospital, clinic, or physician’s office preferred.
• Knowledge of Patient Centered Medical Home & Meaningful Use.

PHYSICAL REQUIREMENTS:

Physical condition appropriate to the performance of assigned duties and responsibilities, which may include sitting or standing for long periods of time. Some bending, lifting, stooping, and stretching are required. Requires a normal range of hearing and eyesight. Requires eye-hand coordination and manual dexterity to operate office equipment, including a computer keyboard, photocopier, telephone, and calculator. Some lifting involved, up to 35 pounds.

LIMITATIONS AND DISCLAIMER

Good Neighbor Community Health Center and East Central District Health Department’s employees are subject to 5 USC §1502 of the Hatch Act.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate

individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job• related requirements and to perform other job-related duties requested by East Central District Health Department/Good Neighbor Community Health Center in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.   Continued employment remains on an "at-will" basis.

FTCA liability protection for medical malpractice is afforded to covered individuals by virtue of their working relationship with GNCHC, a FTCA covered entity when they are performing covered activities.