Call Center Representative

Job Summary

 

This role will be responsible for coordination of patient flow over the telephone, greeting patients in a prompt and courtesy manner and being a patient advocate in term of facilitating communication or visits in the office, coordination of patient schedules, as well as monitoring and facilitating patient financial transactions.

 

Duties and Responsibilities

• Manage a large volume of inbound and outbound calls in a timely manner and appropriately routing.
• Follow communication scripts when handling different topics.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Meet personal/team qualitative and quantitative targets.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Provide excellent customer service when greeting and engaging patients and external sources.
• Responsible for data collection and management, specifically demographics, patient history, insurance, and financial information.
• Verification of insurance benefits and referral authorization requirements.
• Daily reporting.
• Coordination with assigned clinical team to promote patient engagement and retention.
• Scheduling and coordination of appointments for the multi-disciplinary team.
• Distribution of correspondence.
• Demonstrate a working knowledge of insurance coverage and benefits; appropriate triage of patient and physician needs; and the general procedures of a physician office.
• Proficient use of the Practice Management System/EMR, Phone System and Microsoft Word.
• Assist patients in coordination between the internal departments of the office as well as external agencies.
• Ensure that patients are seen in a fair, timely and equitable manner based on established criteria.
• Schedule appointments per patient preference, office guidelines, provider requirements, diagnosis, insurance coverage, and individual preferences.
• Assist with medical records in terms of obtaining designated authorizations for release and coordinating between medical records and the patient and/or third party.
• Assure accuracy of patient (insurance and demographic) information in the practice management system.
• Referral management and assisting patients with these requirements.
• Help to train new employees and inform them about the company’s customer management policies.
• Accurate reporting and management of collected payments and encounter documentation.

Minimum Qualifications

 

• High School diploma required.
• 2 years’ experience in a similar role.
• Experience in a Patient Center Medical Home preferred.
• Experience with ECW preferred.
• Personal and professional passion to help improve healthcare delivery.
• Demonstrated respect for and experience with culturally diverse communities.
• Ability to build and maintain relationships with a diverse population.
• Ability to multi-task, highly organized, and great communication skills.
• Team and customer service oriented.

 

Working conditions

 

This job operates in a professional office environment.  This role routinely uses general office equipment.

 

Physical requirements

 

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Repetitious movements.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

 

Direct reports

 

None.

 

 

All Employees are expected to maintain the security and privacy of all information that is owned by AbsoluteCare or maintained on behalf of the company’s patients, employees, and business partners. Nothing in this job description restricts management’s right to assign