Call Center Representative - Remote

Trinity Health•Rensselaer, IN

1d•$19 - $24•Remote

About The Position

The Call Center Representative I serves as a first point of contact for customers by phone and acts as a liaison between external customers and medical staff. The representative answers incoming calls, assesses urgency, triages and directs calls according to established procedures, and provides customer service to internal and external customers. The role also schedules patient appointments and coordinates scheduling with clinical personnel to support patient care and operational efficiency. The position supports patient registration, insurance eligibility verification, chart preparation, appointment confirmation, payment collection and posting when applicable, and accurate documentation in SPHPMA systems. It also routes messages through the Trinity Health SPHPMA Medical Group EMR system, assists with MyChart questions, responds to inquiries about referrals, authorizations and requisitions, and completes patient forms. The position is full time, remote, and works day shift office hours Monday through Friday.

Requirements

High school diploma or GED.
Previous experience in a combination of patient services, medical reception, call/customer call center in a medical environment, or another customer service environment.

Nice To Haves

Call center experience is highly preferred.
Medical office experience is highly preferred.
Coursework in insurance or billing, medical practice education, or seminars is preferred.

Responsibilities

Answer incoming calls, assess urgency, triage and direct calls according to established procedures, and schedule appointments by protocol.
Communicate and coordinate scheduling with clinical personnel to optimize patient care and efficiency.
Obtain patient registration information, verify insurance eligibility, prepare visit charts according to SPHPMAMA protocols, and notify clinical staff of patient arrival when applicable.
Answer telephones according to SPHPMA telephone etiquette guidelines and take and relay messages in a timely manner.
Schedule and confirm patient appointments, obtain appropriate information, enter preliminary account data into the computer, and confirm appointments based on office protocols.
Collect payments when applicable and ensure timely and accurate payment posting.
Accurately record physician and staff messages, include required information, and route messages appropriately through the Trinity Health SPHPMA Medical Group EMR system.
Assist patients with MyChart-related questions and stay current on updates, changes and FAQs.
Accurately document information in SPHPMA systems.
Maintain familiarity with physician office, Billing Department and extended care location services and hours to respond to customer requests accurately and promptly.
Assist patients and facilities with questions about referrals, authorizations and requisitions according to established protocols.
Accurately complete patient forms.