Call Center Representative Trainer - Northwest Austin

GENERAL JOB DESCRIPTION: Assist with training all new employees as well as reoccurring training for established employees. Act as gatekeeper to Service Center training resources, ensuring documents are up to date and accurate. Remain available to support agents with scheduling questions or concerns that arise. Perform all Service Center Representative responsibilities when not in training session. Assist with quality assurance and department metric setting.

ESSENTIAL FUNCTIONS:

• Act as front line assistance for scheduling questions from staff.
• Help perform QA on recorded phone calls and scheduled appointments with agents on routine basis.
• Assist with policies and procedures for the department.
• Note any discrepancy in chart information and report to Service Center Manager (ex. Duplicate chart numbers/misfiles).
• Schedule and reschedule appointments for patients with attention to all insurance rules and limitations per physician bibles.
• Work with physician and physician staff to ensure quality patient care and services are provided. Ensure compliance with clinic standards of quality patient care.
• Record all new patient demographics and update existing accounts in Athena.
• Answer inbound calls from scheduling queues, redirecting to appropriate departments as needed.
• Create EMR entries for cancelled appointments.
• Cancel patient appointments as directed by patients, providers, or Service Center Manager.
• Complete all scheduling tasks, messages, requests, referrals, and faxes.
• Return voicemails as well as making second and third attempts to patients who have left voicemails.
• Confirm Appointments as needed.
• Perform audits on physician schedules to capture and correct any scheduling discrepancies.
• Process and complete online appointment scheduling
• All other duties as assigned.

QUALIFICATIONS

Education:

Experience:

• Previous experience in a medical office setting
• Proficient computer skills – Outlook, general Microsoft Office functionality, copy & paste function, ability to move in and out of applications with ease
• Previous training and auditing experience a plus

Licensure: N/A

Special Skills:

• Knowledge of medical and insurance terminology
• Attention to detail
• Ability to effectively communicate both orally and written
• Ability to work in a fast paced environment

Physical Demands:

• Must have adequate visual acuity to read, the ability to interpret and understand written material.
• Must have full range of body motion including manual and finger dexterity and eye-hand coordination.

Environmental Working Conditions:

• Continuously handle multiple tasks simultaneously and work as a part of a team
• No conditions of chemicals/fumes/odors and dust/messiness