Description
Under the direction of the Clinical Operations Manager, the Clinical Call Representative is responsible for handling incoming clinical calls for multiple departments. Calls are received from patients, caregivers, doctors offices, pharmacies, supply companies, home health agencies, insurance companies, etc. The topics of calls includes: symptomatic patients, general medical questions, medication refills, medication questions, and requests for paperwork, orders, and results. The Clinical Call Representative plays an integral role in managing patients care in the ambulatory setting. The goal of this position is to resolve the caller's concerns, if possible, otherwise to gather all pertinent information and relay to the clinic staff in the appropriate manner. This position is expected to adhere to departmental processes and procedures as well as system and department compliance policies and all applicable laws and regulations. The Clinical Call Representative is expected to work within their scope of practice.About University of Cincinnati Medical Center
As part of the Clifton Campus of UC Health, Greater Cincinnati's academic health system, University of Cincinnati Medical Center has served Greater Cincinnati and Northern Kentucky for nearly 200 years. Each year, hundreds of thousands of patients receive care from our world-renowned clinicians and care team. Our experts utilize the most advanced medical knowledge and technology available, providing a level of specialty and subspecialty medical care that is not available anywhere else in Greater Cincinnati.
UC Medical Center is also home to medical breakthroughs- our physician experts conduct basic, translational and clinical research, leading to new therapies and care protocols, and connecting patients to the latest and most advanced treatments. UC Medical Center houses Greater Cincinnati's only Level I adult trauma center, which includes the right mix of specialist and medical resources available at a moment's notice for a wide variety of the most complex medical conditions and injuries.Education & Skills
- Education: High School Diploma or GED - Required / Associates Degree - Preferred Degree
- License & Certification: Medical Assistant Certification preferred.
- Experience: 1 - 2 Years equivalent required / 3 - 5 Years experience - preferred
Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!
About UC Health
UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.
At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.
As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.
UC Health is an EEO employer.Job Function
Clinical Calls Administration
- Supports the patient care environment by communicating clearly, courteously and effectively, verbal and through written and computer documentation, while maintaining confidentiality of information.
- Collects and interprets complex patient data within their applicable scope of practice.
- Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
- Works on the behalf of the patients.
- Follows protocols with all populations and does not deviate from them.
Documentation
- Provides accurate documentation following all established processes and protocols.
- Utilizes UC Health clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
Customer Service
- Achieves both departmental QA, customer service and Productivity standards.
- Willing to be taught and mentored.
Call Team Support
- Working effectively with the team/work group to accomplish daily team/unit tasks: working proactively to achieve the team/unit goals and facilitate group cohesiveness.
- Maintains a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, participating in team problem solving.
Compliance
- Maintain strict standard of confidentiality. Aware of patient's rights.
Other Duties
- Perform all other duties as assigned.
Clinical Calls Administration
- Supports the patient care environment by communicating clearly, courteously and effectively, verbal and through written and computer documentation, while maintaining confidentiality of information.
- Collects and interprets complex patient data within their applicable scope of practice.
- Contact IS&T Help Desk when computer workstations on other devices require repair or malfunction.
- Works on the behalf of the patients.
- Follows protocols with all populations and does not deviate from them.
Documentation
- Provides accurate documentation following all established processes and protocols.
- Utilizes UC Health clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
Customer Service
- Achieves both departmental QA, customer service and Productivity standards.
- Willing to be taught and mentored.
Call Team Support
- Working effectively with the team/work group to accomplish daily team/unit tasks: working proactively to achieve the team/unit goals and facilitate group cohesiveness.
- Maintains a cooperative relationship with the clinical team by communicating information, responding to requests, building rapport, participating in team problem solving.
Compliance
- Maintain strict standard of confidentiality. Aware of patient's rights.
Other Duties
- Perform all other duties as assigned.