Call Center Representative - Texas Eye Care Network

Conifer Health Solutions•Corpus Christi, TX

About The Position

The Call Center Representative for Texas Eye Care Network manages incoming calls and emails, triages and routes communications, and schedules patients according to physician schedules and templates. The role conveys messages documented in patient accounts, updates and verifies patient demographic information, registers patients, and informs and educates patients about current practice policies and organizational changes as instructed by management. The representative maintains knowledge of physicians’ specialties, schedules, and locations; schedules patients with the appropriate doctor; and handles registration details, including demographic and insurance information. The role also supports patient outreach and inquiries, documents accounts accurately, directs patients to registration forms or sends documents as needed, answers non-medical questions, and follows HIPAA policies and procedures. When properly trained, the representative may answer some clinical questions.

Requirements

High school diploma or equivalent.
Some experience in a healthcare administrative field.
Competence using basic office equipment and tools, including a computer, printer, telephone, Excel, Word, EHR/EMR, patient portal, and fax.
Ability to communicate effectively and remain poised and professional when interacting with potentially hostile patients and family members.
Excellent clerical and organizational skills.
Basic knowledge of insurance, benefits, and share of cost.
Basic knowledge of insurance service lines, including HMO, PPO, commercial, Medicare HMO, and Medicaid HMO.

Nice To Haves

Some college or training in the healthcare field.
One to two years of experience in a healthcare administrative field.

Responsibilities

Triage and route incoming calls and emails.
Schedule patients with the appropriate physician according to physician schedules and templates.
Convey messages documented in patient accounts to patients.
Obtain, confirm, and update patient demographic and insurance information; register patients and update accounts as needed.
Maintain working knowledge of physicians’ specialties, schedules, and locations.
Reactivate patients through recalls for no-shows and cancelled appointments; return missed calls and respond to patient inquiries using real-time channels and practice protocols.
Document patient accounts appropriately and accurately.
Direct patients to the website to complete registration forms and email documents as needed.
Answer non-medical questions and provide routine non-medical instructions; answer some clinical questions when properly trained.
Educate patients about current practice policies and organizational changes as instructed by management.
Understand and follow HIPAA policies and procedures.