About This Role
This full-time Medical Office Associate role is based in the AMG Call Center and involves handling a large volume of inbound and outbound inquiries and requests from patients and providers. The associate will assist in scheduling appointments for physicians across Atlantic Medical Group locations, ensuring accurate patient registration and insurance eligibility verification.
Responsibilities
- Accurately handle incoming phone calls and SMS requests
- Perform patient registration, placing outbound phone calls, and scheduling appointments for Atlantic Medical Group practices within a high call/fast-paced call volume environment
- Ensure accurate and timely completion of inbound scheduling requests via fax or electronic work queues
- Indicate special patient needs (e.g., special accommodation, exam protocols, interpreter)
- Promote patient portal usage and connect to registration resources when applicable
- Ensure patients are aware of their upcoming appointment at the time of scheduling; assist with cancelling and rescheduling services
- Triage and manage patient referrals to appropriate specialty practices to ensure patients receive timely and appropriate care
- Complete the patient’s Face sheet at the time of scheduling with all necessary demographic/insurance information and forms/documents in efforts to expedite the check-in process
- Maintain and update patient’s accounts for medical and financial eligibility
- Operate within Epic Work queues to stay up to date with all upcoming visits requiring review
- Coordinate with patient and physician practice as required to obtain any missing information or to inform the patient of the status of their appointment
- Perform real-time insurance verification and interpret responses
- Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population
- Proactively solicit customer feedback
- Provide proactive and timely responses to internal and external customer needs and requests
- Support revenue cycle department policies, practices, and goals related to the patient experience and quality outcomes
- Meet individual productivity and quality expectations in all job functions
- Escalate cases as appropriate
- Report errors and mistakes found in the system to direct supervisor to promote education, coaching, and training opportunities of others
- Maintain knowledge of insurance requirements
- Complete all required trainings, participate in staff meetings and in-services
Requirements
- High School Diploma or equivalent
- Minimum of 2 years of healthcare scheduling, patient access, medical office, or call center experience
