Healthcare Call Center Representative

Hybrid Remote: Intake Coordinator will receive 6-8 weeks of in-person training at the corporate office, then have the opportunity to work remotely (following remote work requirements). In-person events, meetings and team building offered periodically.

Children's Cardiology, a subsidiary of Children's Healthcare of Atlanta, is comprised of more than 50 pediatric cardiologists providing comprehensive services for patients from before birth to age 21 who have acquired or congenital heart disease. The Intake Coordinator enhances the patient experience by serving as the primary point of contact and administrative intake coordinator for new/established patients and/or family members. This position supports the overall care coordination for patients, serving as their primary point of contact for all customer service, administrative and scheduling needs. They act as the liaison for the patient and family, working with both administrative and clinical staff from multiple departments to improve the patient’s overall experience with Children's Cardiology.

Minimum Qualifications

• High school diploma or GED equivalent required; Associate’s degree preferred.
• Must have healthcare experience including understanding of medical terminology; Medical Assistant preferred.
• Minimum 2-3 years of experience in an ACD Healthcare Call Center environment required; scheduling experience preferred.
• EMR or Epic experience preferred.
• Proven strong oral and written communication skills required.
• Proficient computer skills with a high degree of accuracy required.
• Demonstrated excellent customer service skills, good judgement and problem-solving ability.
• Bilingual a plus.

Essential Job Duties and Responsibilities

• Provide superior customer service by listening, communicating professionally and effectively on every call.
• Handle high volume of incoming calls (60-100 calls per day) through inbound ACD for appointment requests, directions and multiple inquiries.
• Schedules patient appointment for designated departments to include medical procedure directives from faxes, phone or other instructions and contacts doctors’ offices to resolve discrepancies.
• Appropriately transfer and route calls to triage nursing, physicians, financial assistance and other personnel or departments.
• Collect and/or confirm patient demographics and insurance information as required and accurately enter data into department’s scheduling system.
• Provide accurate, detailed information to patients regarding appointment preparations, time of patient scheduled arrival, and any other directional information needed. Takes appropriate action in responding to patient questions.
• Page on-call physicians with consult information and maintain documentation.
• Monitor physician and clinic schedules daily.
• Maintain current insurance authorization knowledge and referral needs. Follows company procedures to involve the appropriate departments for assistance.
• Meet departmental goals and weekly and monthly individual goals as assigned.
• May prepare outgoing mail correspondence (New Patient Packets) for new patients.
• Perform other administrative duties as assigned.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any protected category.

As a part of the recruiting and new hire process with Children’s Cardiology, employment history will be verified and ANY false statements, omissions or misrepresentations of your application or resume will result in not being hired by the company.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• EMR/Epic: 1 year (Preferred)
• Healthcare: 1 year (Preferred)
• ACD Healthcare Call Center: 2 years (Preferred)

License/Certification:

• Medical Interpreter Certification (Preferred)

Work Location: Hybrid remote in Atlanta, GA 30341