Call Center Patient Representative

Associated Urologists of North Carolina•Raleigh, NC

About The Position

The Call Center Patient Representative answers phones promptly and professionally and supports patients with appointment scheduling, registration, demographic updates, and insurance verification. The role involves collecting critical demographic, financial, medical, and insurance information in a professional, courteous, caring, and compassionate manner. The representative addresses patient requests and inquiries, resolves concerns, returns calls as necessary, and records patient messages using electronic medical records. Employees are expected to maintain high ethical standards and comply with applicable laws, regulations, and Solaris Health and Affiliated Practice policies and procedures. Responsibilities include protecting patient health information in compliance with HIPAA, reporting suspected concerns or violations promptly, and completing annual compliance training on time. Other position-related duties may be assigned.

Requirements

High school diploma or equivalent required.
Adept at multitasking.
Customer-oriented and able to remain calm in difficult situations.
Detail-oriented.
Excellent verbal and written communication skills.
Knowledge of healthcare systems operations, such as electronic medical records.
Proficiency using computer programs and applications, including Microsoft Office.
Comply with organizational health and safety policies.
Comply with HIPAA regulations for patient confidentiality.

Nice To Haves

Previous experience in a busy medical office preferred.

Responsibilities

Acquire critical demographic, financial, medical, and insurance information from patients in a professional, courteous, caring, and compassionate manner.
Answer telephones promptly and professionally.
Schedule patient appointments.
Take messages for patients using electronic medical records.
Verify and update patient demographic information.
Register new patients.
Address patient requests and inquiries.
Resolve patient concerns.
Return calls as necessary.
Update registration and insurance information for existing patients.
Perform other position-related duties as assigned.
Adhere to ethical standards and applicable laws, regulations, and organizational policies and procedures.
Maintain the confidentiality of patients’ protected health information in compliance with HIPAA.
Immediately report suspected concerns or violations to a supervisor or the Compliance Department.
Complete annual compliance training in a timely manner.