Running Head : Medical call center internship Name :University :Course :Tutor :Date :ASSIGNEMENT ONE As a patient service representative at Dartmouth Medical Center my functions generally included making sure that both patients and doctors flowed through their appointments easily . This is through activities like helping to organize patients ‘ appointments , scheduling tests that are required prior to an appointment , checking in patients and directing them on where they need to go . Processing referrals is also part of the process as well as refilling medication . To ensure that the doctors are able to work efficiently , the patient service representative also takes messages for doctors and relays them soon as possible . In addition , to ensure greater patient comfort , as a patient service representative intern I also provided general information to patients . The occupation requires good customer service skills to enable one deal effectively with different groups of staff and a diverse patient population . Computer and data entry knowledge are valuable assets combined with the ability to accurately pay attention to detail while knowledge of medical terminology is an added advantage as it makes it easier to understand the doctors and provide information to patients . The occupation provides opportunities for advancement for example moving to various jobs that include appointment coordinators , desk supervisors and clinical assistants ( HYPERLINK “http /www .mayoclinic .org /careerawareness “http /www .mayoclinic .org /careerawareness / Dartmouth Medical center is a healthcare institution that established its medical center with the aim of providing better services to their patients and makes the access to healthcare more streamline . The call center functions as an Automatic Call Distributor , it routes calls between the caller and agent . The call center at Dartmouth is organized such that there is an interactive voice that prompts the caller to direct his call by giving choices . The caller depending on what he /she chooses is connected with an agent who can provide assistance . The advantage of the Interactive Voice Response system is that it prevents incorrectly routed calls thus saving time . The patient service provider is the agent who will direct the patient to see the physician , or direct the patient to the emergency room and providing over the counter product . There is also a computer with the soft copies of all the necessary forms and papers for different procedures . These are printed when required to ensure the environment remains as paperless as possible . There is however a cabinet that has a small daily stock of these forms so that patient do not have to wait for long . A significant experience that remains etched in my memory is a situation whereby a caller in called in in a hysterical state after being involved in an accident with her child in the vehicle . The lady was barely audible as she was sobbing and talking at the same time .Unfortunately , the patient service provider who received her call was new to the job and she got overwhelmed . She panicked and also became hysterical drawing the attention of other patients waiting at the desk .For…
