Call Center Representative

Advanced ENT and Allergy, a long standing member of the Louisville and Southern Indiana healthcare community, is seeking to add experienced and knowledgeable Call Center Representatives to their Team. As a growing mid-size practice, our company is large enough to have solid processes in place, but still maintain the small-office feel. A recent partnership with Southern Ear, Nose, Throat and Allergy (SENTA) physicians, a leading community of physician-led and patient focused practices, has brought additional growth opportunities to our team. Advanced ENT and Allergy is a busy practice providing a full spectrum of ENT care as well as a full complement of head and neck surgery. Our 12 Otolaryngologists utilize the latest technology, research and patient care techniques to create a top tier patient experience.

Our Call Center Representatives often serve as the first touch our patients have with Advanced ENT and Allergy. To ensure we are able to provide top-tier patient care, our Call Center Representatives must be driven to provide excellent customer service in a timely manner for all patients.

ESSENTIAL JOB RESPONSIBILITIES

• Answer all incoming calls in a timely manner, promptly and courteously.
• Schedule, confirm, cancel and reschedule patient appointments.
• Set up patients on Patient Portal.
• Encourage registration through Patient Portal.
• Inform patients of office policies and office locations when scheduling appointments
• Take complete and accurate patient messages and route to correct employee
• Communicate patient financial issues to Billing Office as needed.
• Enter detailed patient demographic and insurance information into Greenway.
• Retrieve telephone messages from “after hours voice message system” when needed including prescription refills.
• Manage the Relatient message system, create and run call reports, set up filters, verify for correctness and notify mangers if reports fail.
• Update patient addresses on all returned mail daily.
• Name / DOB search all new patient appointments to verify their new patient status (including looking up new patients in old computer system, flagging accounts appropriately, and making sure they were not dismissed, etc.).
• Obtain referrals and verify eligibility
• Review appointment schedule for errors, and make any corrections in schedule.
• Willingly assist others in your department when you are available.
• Advise the Call Center Manager of any team member who may require additional training; assist in the training of current or new employees as directed by the Site Manager.
• Volunteer for special projects or committees.
• Communicate problems with patients, Physicians or staff to the Call Center Manager.
• Maintain HIPAA compliance, ensuring the confidentiality, security, and physical safety of all patients and patient information.
• Organize and maintain work area.
• Back up all team members in their absence.
• Plan daily work assignments and prioritize appropriately.

Experience: High school education or G.E.D. equivalent. Excellence in customer service.

Previous experience working in the medical environment, Call Center environment or customer service industry a plus. Basic clerical and computer skills, as well as organizational skills. Responsible for mastery of procedures involving office equipment hardware and software associated with doing your job. Willingness to learn the basics of ENT.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person