Patient Services/Call Center Representative

Responsible for answering calls, assisting callers with general questions and requests, transferring/transcribing calls, scheduling patient appointments, and entering all patient demographics and insurance in practice management system in an accurate, efficient and timely manner.

Responsibilities

• Accepts in-coming calls through phone queues that are prompted by the internal automated call system ensuring calls are picked up timely to avoid delays.
• Assisting at front desk during staff vacations and on days where there is high patient volume
• Books, coordinates, and reschedules patient’s appointments based on provider and EHR protocols. Registers patients for EHR portal access and provides overview of registration packet and questionnaires.
• Documents telephone calls in EHR and routes messages and documents to staff with description of details. Will assist callers with completing requests for copies of orders or other necessary paperwork needed via fax and email.
• Obtains required demographic and insurance data to schedule appointments in a prompt, pleasant, and helpful manner. Processes RTE to verify coverage and manual verification when RTE is not available. Ensures all steps are completed in the Registration process to confirm appointments are cleared for scheduling.
• Verifies and updates necessary insurance information and records in the demographic record including entering account Flags. Determines if a referral is required so proper administrative processes are followed.
• Initiates obtaining referrals/authorizations for specific Plans and transcribes the information once received in EHR. Will update existing referrals when necessary.
• Transcribes all appointment referrals/authorizations and ensures referrals are linked to the appointment when scheduling while retaining a copy of the referral/authorization within the EHR.
• Monitors patient work queues based on provider assignment to address and complete any errors or omissions.
• Monitors In-Basket messages and Voicemails for Call Center Department on a rotating schedule ensuring all messages are addressed timely.
• In conjunction with the provider’s Clinical Team, maintains and updates current information on assigned physician's schedules ensuring that patients are scheduled properly, and appointments are confirmed. Follows scheduling protocols and guidelines deemed by management.
• Initiates patient telephone reminders by provider assignment for specialized procedures and for all appointments reminders that failed to send or could not be verified.
• Initiates monthly reminders for appointment recalls.

We offer competitive pay and a comprehensive benefits package.

High school diploma or GED. College coursework or seminar related courses in business topics including customer service and communication preferred.

• Two years’ work experience in a customer service-related field with extensive phone experience. Knowledge of medical terminology desirable.
• Knowledge of business office procedures and technologies.
• Knowledge of medical terminology preferred.
• Knowledge of grammar, spelling, and punctuation for accurate data entry.
• Skill in answering the telephone in a pleasant and helpful manner as exceptional customer is expected and using a multi-line telephone system.
• Bilingual skill in English/Spanish preferred.
• Ability to speak clearly and concisely.
• Ability to read, understand, and follow oral, and written instruction.
• Ability to establish and maintain effective working relationships with patients, employees, and the public.