Medical Call Center Agent (Weekend Shift)
Company: Inova
Location: Falls Church
Posted on: March 19, 2023
Job Description:
Job Description
Provides excellent, customer-focused service to Inova's patients,
medical professionals and the community. Screens patient calls to
determine their need and makes recommendations as necessary.
Provides education on Inova tools and portals. Communicates
effectively and efficiently with Inova medical professionals and
its affiliates. Serves as a liaison between Inova and other
healthcare organizations to provide approved patient information by
ensuring all communication is PHI and PII compliant. Provides
secondary support to Inova services and programs. Handles all
emergency response protocol for both medical and public safety.
Serves as tier one support for enterprise paging system and
associated web portal.
Job Responsibilities
- Answer incoming calls for all Inova Hospitals and department
call center queues
- Communicates with Inova's patients, medical professionals and
the community in a calm, professional and caring manner
- Processes patient information requests per Inova and HIPAA
policies
- Assess and attain customer's needs, make recommendations in
accordance to departmental protocols and algorithms
- Processes customer requests within established department
SLAs
- Utilizes the call center database and Inova web resources to
provide the most up to date information to community customers
- Utilizes web resources to educate patients/customers on Inova
services and patient portals
- Triage program patient calls and page physician on-call
- Utilizes on-call scheduling to directly relay time sensitive
information to the appropriate medical professional
- Ability to utilize critical thinking skills and execute
emergency protocols in a fast paced, stress prone environment
- Ability to quickly assess a critical patient or security safety
event and implement a response plan, in accordance with hospital
policies
- Communicate all patient care emergencies to appropriate teams
with accuracy
- Communicate Inova Facility and Security alerts to registered
team member and Inova affiliates via the Inova text alert
system
- Maintains accurate documentation of all executed events for
reporting and discovery purposes, in accordance with Inova
policies
- Ability to utilize the call center database's functionalities
and resource tools
- Ability to utilize call center phone system, PA system and
back-up phone system
- Ability to utilize paging system, smart phone paging apps and
handheld paging devices
- Ability to utilize the Inova text alert system's
functionalities and resource tools
- Initiates troubleshooting protocols when devices are not
working as expected
- Performs daily, weekly and monthly equipment checklists.
Performs monthly status checks on back-up equipment and
participates in monthly downtime exercises
- Compiles reportable incidents on a single shift report and
distributes report to entire team. Provides updates to incoming
shift
- Assist with coaching and mentoring new team members
- Reads and responds to emails in a timely manner
- Utilizes email system as a resource for general information,
active events and notifications of major system outages throughout
the organization
- Meets department metrics and skill standards
- Assist with department and system wide projects and ensure
timelines are met
- Attend department team member meetings
- In the absence of a Team Leader, serves as the first line of
support for team members on assigned shift
- In the absence of a Team Leader, serves as the first line of
escalation related to customer concerns
- Ability to utilize the IT Ticketing portal's functionalities
and resource tools
- In the absence of onsite tech support, serves as the intake
liaison and processes damaged equipment, submits an IT ticket when
appropriate and provides loaner devices when needed
Additional Requirements
Education:
High school or GED
Experience:
One year of customer service experience in a Healthcare
environment.
Skills:
-Basic medical terminology
-Ability to type in a fast-paced environment
-Ability to read, write and speak English accurately
-Computer skills
-Microsoft Office Products
-Ability to navigate basic phone system
About Us
Inova is Northern Virginia's leading nonprofit healthcare provider.
Our mission is to provide world-class healthcare - every time,
every touch - to each person in every community we have the
privilege to serve. Inova's 18,000 team members serve more than 2
million individuals annually through an integrated network of
hospitals, primary and specialty care practices, emergency and
urgent care centers, outpatient services and destination
institutes.
Safety Always: Learn how we keep our team members and patients
Safe@Inova.
Keywords: Inova, Washington DC , Medical Call Center Agent (Weekend Shift), Sales , Falls Church, DC
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