Job Description

• Complete outgoing phone calls and take incoming phone calls, providing results, relaying information to and from provider and patient, and scheduling follow-up appointments when necessary
• Complete telephone calls in an accurate, timely and high quality manner and transfer calls to appropriate departments when needed.  Greets callers in a warm, friendly and professional manner.
• Communicate clearly, effectively and courteously with employees, patients, clients, volunteers and vendors. 
• Accept prescription refill requests from pharmacies and/or the electronic medical record and communicate to providers.  When requested by provider, call prescription refills into pharmacies.
• Verify patient-specific information, including patient problems, demographics, insurance or other information required for triaging telephone calls
• Provide information on outstanding referrals and prescription refills.
• Responsible for documentation and data entry.  
• Seek appropriate resources to address patient concerns efficiently and notify supervisor when difficult calls/situations occur.
• Participate in special projects and statistical reporting.
• Prepare and maintain health services patient/client records in compliance with HIPAA government regulations and in accordance with Equitas Health provider standards to ensure efficient services.
• Comply with the Equitas Health Healthcare Corporate Compliance Standards of Conduct and related policies and procedures.
• Contribute to a positive work environment by demonstrating unconditional positive regard to all Equitas Health employees, interns, etc. with an understanding, awareness, and respect for diversity. 
• Demonstrate unconditional positive regard to clients and conduct all aspects of job responsibilities with a focus on exceptional customer service.
• Continuously grow and develop Cultural Competency, exhibiting an understanding, awareness, and respect for diversity. 
• Perform other duties as assigned.

• Ohio licensure as a Registered Nurse.

• Bachelor of Science in Nursing preferred, but not required.
• Three years of medical center and/or medical call center experience.
• Demonstrated exemplary customer service skills.
• Experience with EPIC or other Electronic Health Record preferred.
• Proficiency with Microsoft Office (Access, Excel, Word and Outlook).
• Effective communication skills.
• Ability to establish and maintain effective working relationships with patients, medical staff, coworkers and the public.
• Excellent organizational skills with an ability to prioritize and manage multiple tasks.
• Ability to work efficiently without constant supervision and exercise a degree of initiative and judgment.
• Work well under pressure and possess the ability to be flexible.
• Team player with strong communication and interpersonal skills.
• Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in working with persons of color, and gay/lesbian/bisexual/transgender community. 
• Ability to maintain confidentiality.