*BASIC FUNCTION * The Call Center Patient Service Representative interacts and assists patients by telephone to schedule  appointments, answer and route questions to the appropriate clinic staff, and update patient  information. 

*PRIMARY RESPONSIBILITIES AND DUTIES * 1. Provides excellent customer service, primarily by telephone.     a. Maintains a high level of professionalism and a positive demeanor.     b. Answers and calls in a timely and efficient manner.     c. Updates patient phone number(s) when taking calls to ensure timely call back.     d. Schedules patients within the electronic health record (EHR) according to schedule template guidelines.     e. Routes requests for same day appointments that are not clearly visible on the schedule to front desk PSRs to manage.     f. Reschedules appointments following documented procedures.     g. Addresses questions and engages in actively listening to patient requests and concerns.     h. Performs reminder calls for last minute scheduled and non-confirmed appointments.     i. Updates patient account information per established policies and procedures.  2. Creates telephone and web encounters for all patient contacts outside of standard scheduling.     a. Routes telephone/web encounters to appropriate staff.     b. Follows proper procedures, including referring to the "Red Flag Symptoms" list.  3. Collaborates with Front Office PSRs, clinical, and administrative staff.     a. Works with Front Office PSRs to ensure prior authorizations are completed.     b. Monitors and works appointment buckets and bump lists.     c. Assists with printing letters or labels and preparing mail.     d. Assists to work gaps in care lists by calling patients to schedule appointments.     e. Assists with orienting and/or training staff as assigned.     f. Serves as a back-up Front Office PSR.  4. Engages in group discussion huddles and team meetings as appropriate:     a. Provides feedback during discussions concerning meeting topics.     b. Establishes action items based on discussions as necessary.     c. Completes action item follow up as necessary.     d. Demonstrates professionalism during discussions. 

GENERAL PROFESSIONAL DEVELOPMENT 1. Organization: Displays basic organizational skills to self-prioritize and organize own work.  2. Problem Solving: Uses established alternatives and modifies approaches in response to situations encountered.  3. Analysis: Receives and interprets routine information.  4. Problem Resolution: Exercises tact and diplomacy in the resolution of mild conflicts or disagreements.  5. Communication: Provides or exchanges routine information in a professional manner. 

*PROFESSIONAL/TECHNICAL KNOWLEDGE, SKILLS & ABILITIES * 1. Possesses a basic level of written and verbal communication skills, computational and computer skills and mathematical     knowledge typically acquired through completion of a high school program.  2. Possesses familiarity with the processes and operations performed by the office/department, sufficient to understand         the importance of various forms, schedules, documents, and administrative processes, typically acquired through on-         the-job learning. 

*TECHNICAL SKILLS * 1. Prepares basic correspondence and simple reports using Microsoft Office Suite.  2. Demonstrates proficiency with all electronic clinical systems, including EHR and scheduling systems, in use at the health     center. 

*COMMUNICATION SKILLS * 1. Communicates complex concepts in a clear effective manner for a general audience.  2. Possesses excellent cross-cultural communication skills. 

*WORKING CONDITIONS: * 1. Work i