Call Center Representative

About This Role

This role as a Call Center Representative in the Division of Patient Administration provides clinical and administrative expertise. The representative ensures patients receive high-quality, efficient care by timely and politely answering, routing, and scheduling patient calls.

Responsibilities

• Promote the facility mission, vision, and values by effectively communicating them to others
• Consider mission, vision, and values in developing services, standards, and practices
• Route calls as the operator to the proper department after using the scripted greeting as prescribed by Administration
• Schedule, cancel, and reschedule patient appointments
• Schedule the correct mix of patients for the schedule as required for each practitioner
• Confirm patients' upcoming appointments
• Call and track missed appointments, no show, and canceled appointments
• Answer telephone lines with the proper scripting provided, and accurately document messages within the EMR system
• Forward telephone calls appropriately and follow up on return calls
• Escalate phone calls to the next level of management when it is noted that patients, MD office staff, or others have called previously and not been helped
• Work the fax router or take calls to manage incoming referrals for referring MD offices in a timely manner
• Work the reception desk, greeting and communicating with patients and providers, as needed
• Check-in patients and properly document registrations, as needed
• Verify insurance and patient demographics, as needed
• Authorize procedures or surgeries, as needed
• File or retrieve medical records and deliver to appropriate providers or departments as needed
• File or scan patient and administrative files, as needed
• Copy and fax documents
• Collect co-pays and cash from patients, getting authorization on credit cards, as needed
• Enter charges, payments, and balance the day in the computer, as needed
• Perform other duties as assigned

Requirements

• High School diploma/GED preferred
• Bilingual in English/Spanish
• Minimum of one year of receptionist or Patient Administration experience preferred
• Previous experience in a high-traffic medical office setting is preferred
• Excellent customer service and interpersonal skills
• Computer skills required with knowledge of Microsoft Office suite
• Good written and verbal communication skills required
• Ability to lift up to 20 lbs, from the floor to shoulder height
• Ability to kneel
• Ability to assist other employees with lifting more than 20 lbs
• Ability to walk
• Ability to carry up to 20 lbs
• Ability to stand/squat
• Ability to perform straight pulling
• Ability to sit
• Ability to perform pulling hand over hand
• Ability to push
• Ability to perform repeated bending
• Ability to stoop/bend
• Ability to reach above shoulder
• Ability to climb stairs
• Ability to perform simple grasping
• Depth perception needed
• Ability to see
• Ability to identify colors
• Ability to operate office equipment
• Ability to twist
• Ability to operate mechanical equipment
• Ability to read and write
• Ability to count
• Ability to hear verbal communication without aid
• Ability to operate a personal vehicle
• Ability to comprehend written/verbal communication
• Ability to deal with stress

Important Details

• Travel: Extensive travel required on occasion
• Reporting to: Patient Administration Manager, Patient Administration Executive Vice President, Chief Ambulatory Officer

About the Company

DHR Health's mission is to improve the well-being of those they serve with a commitment to excellence. Their vision is to create a world-class health system to advance medicine and increase access for the communities they serve.