Cincinnati Children's Hospital Medical Center - Customer Service Careers

Customer Service Jobs
at Cincinnati Children's Hospital Medical Center

Full Job Title: Call Center Agent - Temporary/Full Time Days

Job Number: 94573

Location: Cincinnati, OH

Date Posted: 8-29-2017

PURPOSE OF POSITION: To provide a single source of information for scheduling for all DDBP appointment types and programs. This position is able to handle multiple division scheduling within the hospital.
REQUIRED SKILLS:
  • Effective verbal, written and interpersonal communication skills.
  • Ability to relate to diverse age and demographic backgrounds.
  • Computer literate and have basic typing skills.
  • Demonstrate attention to detail, teamwork skills and ability to prioritize and meet deadlines.
  • Working knowledge of medical terminology and the use of standard office equipment preferred.
  • Problem resolution through use of critical thinking skills.
MAJOR DUTIES AND RESPONSIBILITIES:
  1. Orders/Referrals:Interpret orders for testing and compliance with divisional guidelines. Screen for accuracy and appropriateness of request. Initiate call to providers to request an order, if applicable. Accurately enter and verify demographics. Ability to create a new medical record number, mark orders as scheduled, including recalls.
  2. Scheduling: Accurately schedule appointments for families, community physician offices and Cincinnati Children's Departments. Document patient information/medical history as obtained during scheduling via patient questionnaires during scheduling process. Answer customer's questions regarding preparations for appointments, directions to clinics, and general hospital questions. Ensure accuracy, appropriate documentation, issues and reschedules following orders/referrals as written. Quality Improvement by remaining current on DDBP and hospital protocols including daily updates.
  3. 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.
  4. Off-Phone Agent: Reschedule appointments through complete coordination and in depth knowledge of DDBP and other divisions. Work recall and waitlists on a daily basis, contacting families as needed. Manage issues as assigned and follow up as needed. Take phone calls as needed. Serve as a resource for division and assist providers and other staff with scheduling issues.
  5. Specialized Scheduling: Assigned to specialty clinics to coordinate scheduling of appointments, including attending team meetings, providing documentation, assembling new patient questionnaire packets and serving as liaison between providers and families.
EDUCATION/WORK EXPERIENCE:
Required:
  • High School Diploma or equivalent.

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