Job Summary:This position is responsible for ensuring a positive patient experience while working in a CALL CENTER for a multi-location community medical practice to schedule appointments and collecting appropriate demographics, and insurance from all patients and potential patients in strict accordance with standard procedures. Requires awareness of customer service expectations, desire to deal with the public and good communication skills.

Essential Duties and Responsibilities

• Answer incoming calls in a courteous, confidential, compassionate and professional manner.
• Properly schedule patient appointments and inform patients of any necessary instructions, directions, phone numbers, address, and fax numbers.
• Call patients to reschedule and cancel appointments as needed.
• Follow specific workflows for various appointments as needed.
• Obtain and enter new patient demographics into computer system.
• Verify patient’s insurance eligibility and update patient information at the time of appointment scheduling.
• Forward callers in need of triage to appropriate personnel in accordance with standard protocols.
• Other duties as assigned.

Education, Experience, and Skills

• Demonstrates competency in working sensitively and respectfully with people of various cultures and backgrounds.
• Works successfully in unison with others to create an efficient, harmonious work environment with definite focus on team concept.
• Has knowledge & demonstrates all aspects of strong customer service skills.
• Understands and supports vision & mission of the organization with desire to promote goals of the practice.
• Understands Patient Rights afforded by HIPAA and the patient’s right to informed medical decisions including Patient Centered Medical Home standards for care.
• Understands employee’s responsibility to adhere to an established work schedule to ensure dependability and accuracy of work quality.
• High school graduate.
• Minimum of (1) one year’s experience in a healthcare environment.
• Computer literate including Microsoft Office and Word. Electronic Medical Record experience preferable also.
• Ability to handle multiple tasks at one time and still maintain accuracy.
• Ability to work under stress and an emphasis on excellent telephone communication skills.