Call Center Representative

Primary Call Center Responsibilities:

• Schedule appointments for all primary care, update and cancel appointments per established policies and procedures.
• Register new patients per registration protocols over the phone.
• Document all patients inquires in the EHR.
• Identify and escalate scheduling/clinical concerns.
• Respond to routine questions from patients.
• Confirm referrals order in the EHR.
• Provide accurate information about provider schedules.
• Update patient demographics
• Confirm patients have insurance before scheduling appointment.
• Managing call flow in conjunction with navigating multiple screens
• Manage call talk time within 2mins.
• Retrieve Call Center voicemail messages.
• Perform all other tasks related to Call Center department areas of responsibilities.
• Communicate to clinical staff via the EHR.
• Route calls to the appropriate clinical department
• Provides customer satisfaction to both internal and external customers and strives to continuously improve service.
• Respond to patient needs in a professional manner.
• Modeling effective communication and excellent customer service skills.

Secondary PSR Responsibilities:

• Responsible for welcoming all patients by smiling and establishing eye contact with patients.
• Responsible for monitoring the waiting rooms, coordinate with clinical staff to notify patients of any delays.
• Responsible for performing patient Check In functions, incl. registration, insurance verification, collecting required co-pays or other payments, administering the sliding scale discount program, and 'arriving' patients for their appointments in the EHR.
• Entering prescription requests into the Electronic Health Record (EHR).
• Responsible for assisting patients with completing / collecting pre-visit, consent, and other forms; processing patient forms, letters or obtaining prescription request information from patients.
• Responsible for performing patient Check Out, incl. scheduling follows up appointments, specialist appointments, assisting and educating patients on referral process.
• Responsible for scheduling same day and follow up appointments, conducting appointment reminder calls, putting patients on recall list, processing patient no shows and cancellations, and performing end of day reconciliations.
• Responsible for coordinating transfer of patients from clinics and Urgent Care.
• Must use sound judgment to determine when and to whom to escalate issues to ensure resolution.
• Must adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
• Must meet service level expectations and identified key performance indicators.
• Required to follow standard operating policies and procedures, while delivering expedient, professional responses to patients inquires and concerns.
• Other duties as assigned.

Qualifications and Skills:

• High school diploma or GED required.
• A minimum of 1 year experience in a Call Center, medical/clinical office environment or Health or Dental insurance industry required.
• Previous customer service background required.
• Haitian Creole or Spanish preferred

• Excellent customer service and interpersonal skills.
• Ability to interact with diverse patient population.
• Solid computer literacy: ability to multitask, organize and prioritize one's own work.
• Solid understanding of medical insurance terminology.
• Knowledge of Community Health Center or Hospital patient registration systems, insurance eligibility verification systems (i.e., MMIS, WebMD, Trizetto, NEHEN) preferred.
• Solid knowledge of insurance plans, concepts, and terms.
• Expected to stay abreast of health care insurance changes and referral requirements.
• Ability to quickly learn new systems and tasks, work as a team member and independently.
• Ability to work in a fast pace environment.
• Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations.