Call Center Patient Representative

Michigan Institute of Urology•Sterling Heights, MI

1d•Hybrid

About The Position

Michigan Institute of Urology (MIU) is seeking a high-energy, organized, and compassionate Call Center Patient Representative to join our Sterling Heights team. This is a critical role where you serve as the first point of contact for our patients, ensuring they receive the professional care and coordination they deserve. The Call Center Patient Representative answers phones promptly and professionally, and is responsible for scheduling patient appointments, entering and updating patient demographic information, and verifying insurance information.

Requirements

Exceptional phone etiquette and the ability to explain complex information clearly and kindly.
Proficiency in Microsoft Office and experience with Electronic Medical Records (EMR) systems.
The ability to remain organized and detail-oriented while managing a high-stress, high-volume workload.
A commitment to HIPAA regulations, patient confidentiality, and ethical conduct.
High School Diploma or equivalent required.
Adept at multitasking.
Customer-oriented with ability to remain calm in difficult situations.
Detail-oriented.
Excellent verbal and written communication skills.
Knowledge in healthcare systems operations such as EMR.
Skill in using computer programs and applications including Microsoft Office.
Complies with all health and safety policies of the organization.
Complies with HIPAA regulations for patient confidentiality.

Nice To Haves

Previous experience in a busy medical office, front desk, or medical scheduling is strongly preferred.
Previous experience in a busy medical office preferred.

Responsibilities

Manage a high volume of inbound calls (100+) in a professional, courteous, and calm manner.
Schedule appointments, register new patients, and address inquiries or concerns with empathy.
Acquire and update critical demographic, financial, and insurance information within the EMR system.
Take detailed messages for medical staff and return patient calls promptly.
Navigate patient requests and resolve concerns efficiently in a fast-paced environment.
Responsible for acquiring critical demographic, financial, medical and insurance information from patients in a professional, courteous, caring and compassionate atmosphere.
Answers telephones in a professional manner.
Schedules appointments.
Takes messages for patients using electronic medical records.
Verifies and updates patient demographic information.
Registers new patients.
Addresses patient requests and inquires.
Resolves patient concerns.
Returns calls as necessary.
Updates registration and insurance information for existing patients.
Performs other position related duties as assigned.
Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations.
This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.