OB/GYN-Receptionist-FT

at  MMClinic

Policy Name Call Center Representative Job Description and Responsibilities
Department OB/GYN
Effective Date 07/29/2024
Last Revision 07/29/2024
Policy Owner Clinic Manager
Policy Description and Purpose: Managing patient care involves a team of clinical and nonclinical staff interacting with patients and working to achieve patient-centered care. Job descriptions and responsibilities of the care team emphasize a team-based approach to patient care and promote training of team members to meet the highest level of function allowed by state law.
Procedure: The job description and responsibilities are defined for Call Center Representative in the OB/GYN department at Murfreesboro Medical Clinic below:
Job Title OB/GYN Call Center Representative
Job Description
To provide patient care support for OB/GYN or clinic-wide, when requested. Call center representatives must adhere to all policies and procedures of MMC and meet the needs of patient in a teamwork approach.
Working Conditions
Work is performed in an office setting and involves frequent telephone contact, as well as face-to-face communication with patients. Interactions with others in constant and interruptive. There is possible exposure to communicable diseases, toxic substances, bodily fluids, and other conditions common to medical practice. Varied activities including walking, bending, reaching, lifting (up to 30 pounds), stooping, assisting patients and sitting for extended periods of time may occur. Also, occasional stress from multiple responsibilities.

Job Responsibilities

• Represent MMC in a courteous and professional manner
• Greet guests and incoming calls in a polite, prompt, and helpful manner
• Take accurate messages which include all required information
• Be at your workstation on time and prepared to start the day
• Be flexible when asked to stay past your scheduled work time (as needed) to accommodate the needs of patients
• Provide prompt, efficient, and accurate patient service
• Answer incoming phone calls in a professional and timely manner and maintain a daily call log.
• Verify/update patients’ demographic data.
• Schedule/re-schedule urgent and routine patient appointments and lab work.
• Send and document detailed accounts of patient contacts to appropriate persons.
• Retrieve voicemails and telephone messages left after-hours and forward information/requests to appropriate persons
• Triage nurse to refill appropriate medications, answer clinical questions and relay diagnostic testing results to patients if able/comfortable/appropriate.
• Meet or exceed patient, doctor, and staff expectations through a cooperative, teamwork approach
• Keep clinic and work area clean and sanitized
• Utilize computer to schedule appointments and procedures
• Be knowledgeable and adhere to OSHA guidelines and MMC policies and procedures
• With instruction, perform other duties as required or assigned

Required Skills

• Excellent customer service skills
• Strong skills in communicating effectively with co-workers, providers, and patients
• Ability to conduct daily functions in an appropriate, professional, and compassionate manner
• Ability to manage/prioritize multiple tasks in an efficient and timely manner
• Teamwork attitude
• Flexibility to respond to changing demands
• Ability to react calmly and competently in stressful situations
• Effectively utilize computer systems and programs that are necessary to complete daily tasks
• Appropriate assessment and assistance techniques

Education/Experience Requirements

• High School diploma or successful completion of GED program
• Experience preferred but not required

MMC Vision, Mission, and Values
Our vision is to be a leading contributor to community health through participation in programs that promote wellness, facilitate diagnosis, and enhance treatment of disease.
Our mission is to foster continuous improvement in community health through the delivery of quality, accessible medical and surgical care in a cost-effective manner to the residents of Middle Tennessee.

Our values guide our actions as we strive to carry out our mission.

• A progressive approach to advances in medicine and changes in the health care delivery system
• Responsive to patient and community needs
• Collaborative with other physicians, hospitals, allied health providers and the community in improving health care
• Professional, ethical and socially responsible
• Team-oriented management and leadership
• A positive, open and responsive work setting
• This description is intended to provide only basic guidelines for meeting job requirements. It is not intended to serve, as an exhaustive list of all duties, skills, and responsibilities required of personnel so classified. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

• Represent MMC in a courteous and professional manner
• Greet guests and incoming calls in a polite, prompt, and helpful manner
• Take accurate messages which include all required information
• Be at your workstation on time and prepared to start the day
• Be flexible when asked to stay past your scheduled work time (as needed) to accommodate the needs of patients
• Provide prompt, efficient, and accurate patient service
• Answer incoming phone calls in a professional and timely manner and maintain a daily call log.
• Verify/update patients’ demographic data.
• Schedule/re-schedule urgent and routine patient appointments and lab work.
• Send and document detailed accounts of patient contacts to appropriate persons.
• Retrieve voicemails and telephone messages left after-hours and forward information/requests to appropriate persons
• Triage nurse to refill appropriate medications, answer clinical questions and relay diagnostic testing results to patients if able/comfortable/appropriate.
• Meet or exceed patient, doctor, and staff expectations through a cooperative, teamwork approach
• Keep clinic and work area clean and sanitized
• Utilize computer to schedule appointments and procedures
• Be knowledgeable and adhere to OSHA guidelines and MMC policies and procedures
• With instruction, perform other duties as required or assigne