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Website Neighborhood Health

Nature of Position: The contact center refill specialist (CCRS) works closely with patients to schedule appointments for primary and preventative care at each of our Neighborhood Health’ clinics.  CCRS navigate each provider’s schedule and place appointments in the most efficient time slot. CCRS are responsible for the work flow of each schedule. CCRS must make every effort, while remaining within the scope of their position, to resolve patient needs before diverting them. CCRS will be in a clinical position that assists in all aspects of processing prescription refill requests.. CCRS must multi-task and may be assigned a specific range of duties by their supervisor to improve efficiency and assure quality of patient care. Must be able to work in a Patient Centered Medical Home model. Must facilitate partnerships between patients, physicians and health teams with focus on care coordination and integration of treatment internally and externally. Must work diligently to assure that services are accessible, continuous, comprehensive, coordinated, compassionate, and culturally effective. Must be committed to eliminating barriers to care that is centered on the needs and convenience of patients above all other factors.


III. Key Competencies and Qualifications

  • strong verbal and written communication skills
  • strong background and experience with medication management
  • good listening skills
  • problem analysis
  • good problem-solving skills and a willingness to take extra steps to help customers
  • customer service orientation
  • organizational skills
  • attention to detail
  • initiative
  • good judgment
  • adaptability
  • ability to work as a member of a team
  • high stress tolerance and resilience
  • desire to meet the scheduling and visit goals, and to promote the vision and mission, of Neighborhood Health
  1. Salary Grade and Classification: Hourly/Non-exempt
  2. Responsible To: QI Director
  3. Essential Job Functions:
  • manage refills on a daily basis
  • approve refills according to pre-approved protocols
  • document all patient requests in EMR
  • obtain approval from providers for all refills not covered in office protocols
  • answer contacts with a warm and professional demeanor
  • respond to customer inquiries
  • deliver prepared scripts to persuade potential patients to schedule appointments for appropriate NH services
  • obtain customer information
  • receive and route customer complaints
  • provide customers with service information and clinic locations
  • enter customer information and schedule appointments in NextGen
  • process support staff and provider messages via NextGen and assign tasks as needed
  • identify priority and emerging issues
  • route contacts to appropriate resources
  • follow up customer and other outside contacts
  • maintain and complete contact logs of all telephone interactions, appointments scheduled and account information
  • produce contact reports
  • process medical record requests in a timely manner
  • scan medical records and other patient information into NextGen
  • maintain HIPAA compliance

Education and Experience

  • Medical Assistant required
  • proficiency in relevant computer applications
  • knowledge of medications purpose,dose,side effects
  • knowledge of customer service principles and practices
  • knowledge of contact center telephony and technology
  • experience in a contact center environment preferred
  • medical and/or dental customer service and scheduling experience
  • experience in data entry/keyboarding skills
  • knowledge of administration and clerical processes
  • experience in NextGen preferred

Physical Requirements

  1. Work is varied in nature and is performed with frequent interruptions.  Work requires close attention to detail, accuracy, documentation and timeliness in fulfilling duties and reports
  2. Work requires sitting for periods of five hours or more
  3. Must occasionally lift and/or move up to 25 pounds, fast-paced

To apply for this job email your details to dsheler@neighborhoodhealthtn.org