POSITION PURPOSE:

Under the supervision of the Manager or Supervisor, a PSR I is responsible for answering incoming calls to the Clinic. Must have good telephone demeanor, good written and verbal communication skills, must enjoy helping people, have tactful manner, good memory skills, and the ability to multi-task.

ESSENTIAL FUNCTIONS:

• Promotes a strong belief in Aviva Health’s philosophy, purpose, mission, and ideals.
• Schedule appointments for patients:
  • Answer telephone promptly and in a polite and professional manner.
  • Obtain and enter accurate demographic information into the electronic medical record (address, telephone number, name of insurance or self-pay status.)
  • Schedule appointment correctly – review appointment date, time, location, and provider name with caller.
  • Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
  • Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
  • Remind caller of cancellation/no-show policy.
  • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Act as a liaison for the patients and the Health Center:
  • Direct calls to other departments as needed.
  • Use sound judgment in handling calls, especially with upset patients.
  • Understanding of when to escalate calls to triage nurse.
• Service patients:
  • Aid with mailings and other projects as call volume permits.
• Other reasonable related duties as assigned by supervisor or manager.
  

  QUALIFICATIONS:

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to demonstrate good customer service.
• High school diploma or equivalent required.
• Must have a desire to work as a team member in the delivery of health care to low income, under-served member of this community.
• Excellent telephone and public relations skills to establish and maintain harmonious relations with the public while compassionately and assertively adhering to clinic policies and practices. Bilingual in Spanish helpful.
  

  PHYSICAL REQUIREMENTS:

• Standing 10% of the time; walking 20% of the time; sitting 70% of the time; lifting and carrying 5% of the time; able to carry up to 25 pounds. Pushing/pulling 5% of the time; bending, stooping, twisting 20% of the time; reaching and handling 20% of the time. Climbing stairs 1% of the time (elevator available).
• Hearing: within normal limits with or without use of corrective hearing devices.
• Vision: adequate to read 12-point type with or without use of corrective lenses.
• Must be able to verbally interact with staff, clients, and public.
• Manual dexterity of hands/finger for writing, computer input.