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Form of workJob Description
SUMMARY: Responsible for answering high level of phone calls, Anticipates and identifies patient/customer needs, Listens and responds with empathy to patient/customer concern, takes action to meet or exceed customer needs, scheduling patients’ appointments, creating cases, taking messages, verifying eligibility, patient information, and checking in patients.
Duties & Responsibilities
1. Schedules appointments following policy guidelines; properly rescheduling patients involving intervention with medical assistance or Providers to ensure patients with urgent or critical needs are communicated and rescheduled in a timely fashion.
2. Accepts calls from Providers to schedule patients for appointments
3. Verify correct spelling, date of birth, type of insurance, and list detailed chief complaint for patient when booking appointment
4. Creates patient case and task to appropriate staff/ provider office or department and follows-up if needed
5. Appropriately identifies and marks the urgency of each patient case.
6. Listen to patient and/or family members’ concerns; provides an interpreter when appropriate.
7. On a daily basis, audits provider schedules. Identify any scheduling issues and reports them to Supervisor/Manager for direction.
8. Reports all system and telephone problems to appropriate supervisory personnel.
9. Refers problem patients or patient complaints to appropriate personnel
10. Sends out appropriate forms to new patients.
11. Anticipates and identifies patient/customer needs
12. Listens and responds with empathy to patient/customer concerns
13. Takes action to meet or exceed customer needs
14. Involve patient/customer, as appropriate
QUALIFICATIONS:
· High school diploma, general education degree(GED). Medical Assistant Certificate Preferred
· 2+ years of experience working for a healthcare practice or hospital.
· Bilingual
· High level of professionalism
· Strong customer service skills, with experience in handling high volume of calls.
· Excellent written and verbal communication skills
· Basic Computer experience and experience working with an EMR system
