Call Center Coordinator - OB/GYN - FT - Days

Jackson Hospital•Montgomery, AL

6d•Onsite

About The Position

The Call Center Coordinator is responsible for answering all incoming calls for the Jackson Clinic primary care physician offices. This includes appointment scheduling, pre-registration, facilitating patient messages, conducting appointment reminders, and working cooperatively with clinicians, management, and staff to ensure a team-based approach to patient care. The role involves greeting patients warmly, accepting all incoming calls between 7:30 am and 5:00 pm, tracking call volumes to determine appropriate staffing, and scheduling work-in appointments or directing patients as needed for urgent calls. The coordinator must update patient demographics, confirm mailing addresses, contact numbers, and insurance types. They will schedule continuity of care appointments, reschedule appointments when necessary, and make appointment reminder calls two days in advance. If unable to reach a patient, the call will be repeated the next day, and this communication will be documented using the NextGen template/emailed spreadsheets. Work-in appointments are scheduled according to physician protocols, and clinical support staff are contacted only when unable to accommodate the patient or if the request falls outside the regular protocol. The role also includes taking messages for medical records requests, forwarding them to appropriate staff, fielding calls from home health and hospice, and sending messages to primary clinical support staff. Prescription refill requests are handled by obtaining necessary information and forwarding them through NextGen to clinical support staff. All messages for doctors or clinical staff are received and documented using the NextGen template and forwarded directly to clinical support staff. Additionally, the coordinator contacts no-show patients to understand the reason and attempt to reschedule, documenting all communication. Finally, all information is confirmed and repeated back to the caller for verification before ending the call.

Requirements

High School graduate
Certified Medical Assistant from accredited program
Previous physician office, receptionist, and/or insurance billing experience
Excellent verbal and written communication skills
Telephone etiquette
Customer relations skills
CPT and ICD-Coding knowledge
Computer literate
Experience with Electronic medical record and practice management software
Manual dexterity and visual acuity necessary to utilize the PC and calculator
Ability to sit for prolonged periods of time
Verbal communication and hearing ability to communicate with patients and visitors

Responsibilities

Answering all incoming calls for Jackson Clinic primary care physician offices.
Appointment scheduling, pre-registration, and facilitating patient messages.
Conducting appointment reminders.
Tracking call volumes to determine appropriate staffing.
Scheduling work-in appointments or directing patients for urgent calls.
Updating patient demographics and confirming contact and insurance information.
Scheduling continuity of care appointments.
Rescheduling appointments as needed.
Making appointment reminder calls.
Documenting communication using the NextGen template/emailed spreadsheets.
Scheduling work-in appointments according to physician protocols.
Taking messages for medical records requests and forwarding them.
Fielding calls from home health and hospice and sending messages to clinical support staff.
Handling prescription refill requests.
Receiving and documenting all messages for doctors or clinical staff.
Contacting no-show patients to understand reasons and attempt to reschedule.