If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.
Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.
A Brief Overview
Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.
What you will do
- Handles high volume of phone calls (inbound & outbound) from patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician to physician conversations and a multitude of other requests.
- Navigates and manages multiple operating systems (computer, EMR, telephone, and computer based, guided workflows) simultaneously while analyzing and developing solutions to patient needs.
- Supports and manages a high volume of patient inquiries while performing and adhering to established Key Performance Indicators (KPl's) and quality assurance programs.
- Consistently delivers exceptional customer service to all internal and external contacts with a positive attitude.
- Ensures delivery of high quality, patient support by accurately managing, controlling and maintaining patient care information.
- Actively listens to patient needs and deescalates situations as necessary.
- Understands, applies and supports departmental policies, procedures, and standards, and attends meetings/training sessions, and keeps supervisor informed when patient issues arise.
- Performs other job functions as assigned or requested.
Education/Formal Training Requirements
- Required - High School Diploma or Equivalent
- Preferred - Associates Degree
Work Experience Requirements
- Required - Handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information. 1-3 years
- Preferred - Call center 1-3 years
- Preferred - Substitutions allowed: In lieu of High School diploma or equivalent, the candidate must have three (3) years of experience with handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.
Knowledge, Skills and Abilities
- Proficient in use of basic office equipment; multi-line phones; and data entry.
- Demonstrated organizational skills with ability to set priorities and meet deadlines.
- Demonstrates discretion in dealing with confidential information and sensitive issues.
- Excellent communication skills, professionalism and a desire to assist with patient needs.
- Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
- Proven record of providing excellent customer service both internally and externally.
- Ability to evaluate problematic situations and be able to adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue.
- Ability to multi-task in fast-paced environment.
- Ability to navigate multiple, complex workflows.
- Ability to analyze patient inquiries, develop an appropriate plan of action, and deliver suitable solutions to the patients.
Supervision Provided by this Position
- There are no supervisory or lead responsibilities assigned to this position.
Physical Demands
- The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
- Must have good balance and coordination.
- The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
- The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
- The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative.
Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.
Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.
