Cincinnati Children's Hospital Medical Center - Customer Service Careers

Customer Service Jobs
at Cincinnati Children's Hospital Medical Center

Full Job Title: CALL CENTER / SCHEDULING AGENT

Job Number: 93088

Location: Cincinnati, OH

Date Posted: 10-24-2017

POSITION TITLE: SCHEDULING AGENT

DEPARTMENT: SCHEDULING CENTER

SUPERVISOR'S TITLE: Manager

TITLES SUPERVISED: None NUMBER OF FTE's DIRECTLY OR INDIRECTLY SUPERVISED: 0

PURPOSE OF POSITION: To provide a single source of information for scheduling and pre-registration for families at Cincinnati Children's. This position is able to handle multiple divisions' scheduling.

Responsibilities
·Orders and Right Fax Utility
Interpret orders for testing and compliance with divisional guidelines. Screen for diagnosis, history and physician signature. Initiate call to physician office to request an order, if applicable. Accurately enter demographics. Ability to create a new medical record number, mark orders as scheduled, including recalls.
·Scheduling
Accurately schedule appointments for families, community physician offices and Cincinnati Children's Departments. Document medical history as obtained from scheduling to complete patient questionnaires. Answer customer's questions regarding preparations for appointments, directions to clinics, and general hospital questions. Ensure accuracy, appropriate documentation, issues and reschedules following scripts as written. Accurately pre-register patients at time of scheduling, if within pre-registration time range. Quality Improvement by remaining current on scheduling center protocols including daily updates.
·Phone Management
Work collaboratively in teams to efficiently handle call volumes/queue. Basic knowledge of systems, using aux codes accurately, logging in and out, and transfer/conference etiquette.
·Communication
Communicate in a clear and concise manner in every medium. Ability to adapt communication style and tone to fit situations and audience.

Skills & Competencies
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·Computer Proficiency
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Detail Orientation
Meticulously keeping track of details without becoming overwhelmed by them; being exacting, precise, and accurate; spotting minor imperfections or errors and taking action to correct them
·Independence and Teamwork
Ability to work both independently and in a team environment
·Time Management
Prioritization and time-management skills sufficient to meet deadlines in a fast-paced environment
·Critical Thinking
Using inductive and deductive reasoning to formulate general rules or principles and apply them to work; identifying flaws in logical reasoning; understanding complex conceptual relationships; accurately detecting underlying themes or patterns in data
·Problem Solving
Ability to independently work through details of a problem to reach a positive solution
·Communication
Effective verbal, written and/or interpersonal communication skills
·Preferred
Working knowledge of medical terminology and the use of standard office equipment

Required:
·High School Graduate
·One year of customer service experience

Preferred:
·Experience in a health care or medical center environment

Cincinnati Children’s is an Equal Opportunity Employer. Qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, physical or mental disability, military or veteran status, sexual orientation, gender identity/expression, or other protected status in accordance with applicable federal, state, and local laws and regulations. If you would like more information about equal employment opportunity (EEO) rights as an applicant under the law, please click here

Cincinnati Children’s will not discriminate against applicants and employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. If you would like more information about the Pay Transparency Nondiscrimination Provision, please click here