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
