Call Center Representative

Job Title:Call Center Representative

Reports To: Supervisor, Call Center

Job Summary: Confirms patient appointments and verifies patient insurance and demographic information.

Qualifications and Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Job duties may be modified at any time based on business needs.

Essential Job Duties:

• Answers phone calls expediently and refers inquiries to the appropriate parties as needed.
• Schedules and confirms patient appointments over the phone.
• Explains health center procedures to patients.
• Verifies medical insurance coverage and eligibility and expires any insurances that are not active.
• Verifies dental insurance coverage and eligibility, deductible, and maximum coverage.
• Informs patients of account balances and correct billing amounts.
• Notifies patients of insurance co-pays.
• Verifies patient demographic information.
• Ensures accuracy of information in telephone messages and deciphers the correct amount to charge self-pay or sliding fee schedule patients.
• Takes payments over the phone.

• Provides referral status information to patients.
• Working assigned weekends as required.
• Other duties as assigned.

Required Minimum Qualifications - Education, Experience, Certificates & Licenses:

• High School Diploma or GED.
• Three to six months customer service experience.

Preferred Qualifications - Education, Experience Certificates & Licenses:

• One year of experience in a medical setting providing office support preferred.

Required Language Skills:

• Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
Bilingual in English and Spanish may be required based on current staffing patterns, patient population, and/or duty assignment.

Physical Requirements:

• Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
• Ability to continuously remain in a stationary position.
• Ability to occasionally move about inside the workplace to access files, office machinery, etc.
• Possesses hand-eye coordination and manual dexterity necessary to constantly operate computers, telephone, and other office machinery.
• Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
• Ability to discern the nature of sounds at a normal spoken volume.

Other Required Knowledge, Skills, and Abilities:

• Ability to add, subtract, multiply, and divide in all measure, using whole numbers, common fractions, and decimals.
• Ability to gather data in an organized fashion from varied sources.
• Ability to take direction and perform assignments accordingly.
• Knowledge of prepaid health plans preferred.
• Knowledge of HIPAA and Corporate Compliance rules and regulations.
• Computer literacy required.
• Knowledge of Electronic Health Records preferred.
• Ability to provide excellent customer service by mail, telephone, and in-person.
• Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.
• Ability to display a positive attitude towards patients, providers, supervisors, and other staff.

Work Environment & Conditions:

• Work environment is typical of an administrative office setting with no substantial exposure to adverse environmental conditions.