Receives inbound and places outbound telephone triage unit patient and scheduling calls, handling a variety of calls (i.e., establishing a new patient/client well or healthcare appointments, scheduling return care appointments, and other patient/ Client related requests) Identifies the patient within the Eskenazi Health network Adapts activities/behaviors to reflect and ensure adequate service appropriate to the age of the patient served, (i.e., neonatal, infant, pediatric, preschool, school-age, adolescent, adult, and geriatric) Provides the highest quality of customer service to patients Schedules appointments; enters appointment date and time Responds and acts quickly, giving attention to detail; escalates delays in resolving patient concerns Answers patient telephone inquiries regarding Eskenazi Health, Specialty Clinics and Ambulatory Care Obtains and verifies medical record number for existing callers; obtains and provides number for new callers; refers all inquiries to the appropriate areas of services Documents all inquiries for medical, legal, and statistical purposes Informs Connections nurse of callers with emergent symptoms for triage and serves as clinic liaison to assigned clinics Informs patient and/or family of the patient obligation policy, directing patient to financial counselors when patient has no coverage for ordered procedure or visits Knowledge, Skills, and Abilities Demonstrates a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills, including age/education appropriate communications Possesses basic mathematical and analytical skills to resolve referral issues as they relate to physician schedules, patient care needs, and organizational standards Ability to establish priorities, multitask, meet deadlines, and follow written and verbal instructions Competency in use of standard office equipment, Windows, Word, Chrome, and Excel