The Referral Advisor Representative acts as an initial screener and provider of information regarding physician referral, product line and seminar programs. Duties include: Caller education, confirmation calls, frequent contact with hospital personnel, physician offices, their staff and potential patients.

• Measured by monthly average combination of phone activity and date entry projects as calculated on the daily activity sheet.
• Meets volume output in order to successfully meet call volume demands.
• Maintains goals within a standard acceptance level. Goals to include work time above 80%.
• Offers all physician referral callers assistance in setting up appointment with physician by conferencing directly to doctor�s office.

• Position requires accuracy and precision to meet standards.
• Using Call Center database application accurately completes computer input on each referral/reservation as required based on call criteria.

Use of telephone communication skills in each of the following areas:

• Greeting � greeting calls with name, in a positive manner and follows greeting scripts.
• Caller Details � gathering accurate caller demographics, advertising source, etc.
• Technical Skills � following scripts for program descriptions, location, directions and call guides as appropriate.
• Communication � conducting calls with appropriate voice and tone, correct call transition techniques, effective listening skills, good grammar and ability to display control of call.
• Follows protocol in instances we�re unable to assist caller.
• Demonstrates ability to adapt to varied age-specific populations although, this position has no responsibility for treatment or care of patients.

Job Knowledge

• Position requires complete knowledge and understanding of medical terminology as it relates to physician referral, product line and seminar programs.
• Understands the need for and communicates the approved physician referral Safe Harbor disclosure statement on each phone contact for which physician referrals are made.

GENERAL RESPONSIBILITIES

Attendance and Punctuality

• Employee meets minimum standard of no more than three absences per six-month period and no more than five minutes late, seven times in any six-month period.
• Reports to work and leaves work at designated shift and all deviations in shift time (early or late) are approved by supervisor prior to change in shift.

• Attends and participates in meetings and trainings as scheduled to stay abreast of changes and upcoming events. Responsible for keeping current with all information communicated.
• Attends mandatory meetings (or on-line training) and remains in compliance with company Ethics program and guidelines established for HIPAA compliance.
• Maintains confidentiality regarding patient/employee/facility/corporate information 100% of the time.
• Supports the Business Plan of Tenet Healthcare Corporation, its hospitals and the Tenet Call Center.
• Performs other reasonable and related duties as assigned.
• Works together in a spirit of teamwork.

SUPERVISORY RESPONSIBILITIES

This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires good listening and verbal communication.
• Ability to competently work on network computer system (Windows XP/Sharp focus) and headset with Aspect Winset phone.
• Medical terminology a plus.

Include minimum education, technical training, and/or experience required to perform the job.

• Minimum High School Diploma or GED required
• Requires excellent telephone customer service skills with basic typing ability and working knowledge of a Windows based computer environment.
• Call Center or similar customer service experience preferred.
• Three (3) years of customer service experience preferred

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone.
• Required to use fine motor skills (typing/data entry), and reach with hands and arms.
• Must be able to lift up to 25 lbs

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Subject to varying and unpredictable situations, many interruptions, multiple calls and inquiries, and change.
• May be required to work long hours and holidays.

Employment practices will not be influenced or affected by an applicant�s or employee�s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.