- Provide exceptional customer service to all patients, including but not limited to, scheduling and confirming appointments, using a multiline phone, and performing data entry into the NextGen Electronic Practice Management (EPM) system.
- Accurately and promptly schedule, reschedule, and cancel physician patient appointments for the convenience of the patient and/or their representative. Maximize CommUnityCare resources through efficient scheduling practices.
- Interview new patients and/or their representative to identify the proper match with a CommUnityCare clinic and primary care provider (PCP). Gather patient demographic and insurance information to begin the scheduling process.
- Identify urgent scheduling needs and prioritize them with the appropriate clinic.
- Resolve patient inquiries as directed.
- Facilitate financial screening services.
- Perform other duties as assigned.
- Ensure a positive patient experience through professional interaction with patients and proper phone greeting etiquette.
- Maintain strict confidentiality of personal health information (PHI).
- Meet or exceed identified patient experience metrics
- Schedule appointments accurately and efficiently, using established guidelines.
- Follow standardized patient scheduling practices, utilizing telephone scripts as provided.
- Maintain a positive and flexible attitude, cooperate and work collaboratively to help others. Embrace diversity throughout the workplace with patients, their families, and co-workers by making a genuine effort to understand the needs of others.
- Collaborate with all departments and divisions of CommUnityCare to provide patient-centered care.
- Follow the CommUnityCare Code of Conduct and exhibit CommUnityCare Core Values at all times.
Knowledge/Skills/Abilities :
- Knowledge of appointment scheduling.
- Ability to implement defined scheduling protocols.
- Strong customer service skills, including the ability to resolve patient complaints or refer them appropriately to the manager.
- Working knowledge of the NextGen EPM/EMR Systems and standard Microsoft Office tools, including Outlook, Word, and Excel.
- Bilingual (English/Spanish) strongly preferred.
- Ability to multitask while working in a fast-paced environment
MINIMUM EXPERIENCE:
- 1 year previous experience in a medical or call-center setting required
- Ability to type at least 45 wpm