Call Center Representative
About The Position
This position supports the Organization in the following manner: Answers phones in pleasant and professional manner and timely fashion and deals with patients’ needs expeditiously. Provides highest level of patient/customer service, directions, information, and overall assistance to patients allowing them to navigate all HOFHC services and locations. Updates patient information, advises patient to bring current picture I.D, update financial information, update sliding scale status, update insurance information, and advice patients of balance due. Gather and evaluate confidential patient information, including insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance Verify all front desk documents are current and up-to-date, and documents in quick note any missing information. Verify if current patient or new patient. Establish the center closest to the patient and the reason for the requested appointment. Responsible to remind patient to bring all medications and glucose, blood pressure monitor logs to appointment. Responsible for any rescheduling of patients appointments. Communicate patient concerns to clinical via Electronic Medical Records (EMR) and administrative staff via email. Schedule appointments and call patients to confirm appointments.
Requirements
- Experience with Electronic Health Records preferably Allscripts software system
- Prefer experience in a physician’s office, clinic, hospital business office, billing office or related area dealing with the public in collection of data and funds
- Understanding of laws and regulations impacting the registration procedure
- Ability to accurately enter data, preferably typing at a minimum of 45 wpm
- Has the ability to diffuse and handle difficult situations by using good judgment, control of emotion and diplomacy
- Demonstrates grammatically-correct verbal and written communication skills
- Demonstrates efficient and courteous telephone skills
- Demonstrates resilience, a positive attitude and the ability to work well in a fast paced, rapidly changing environment
- Ability to work in a team setting and/or with minimal supervision
Responsibilities
- Answers phones in pleasant and professional manner and timely fashion and deals with patients’ needs expeditiously.
- Provides highest level of patient/customer service, directions, information, and overall assistance to patients allowing them to navigate all HOFHC services and locations.
- Updates patient information, advises patient to bring current picture I.D, update financial information, update sliding scale status, update insurance information, and advice patients of balance due.
- Gather and evaluate confidential patient information, including insurance or financial data for the purpose of determining patient responsibility and/or qualification for financial assistance
- Verify all front desk documents are current and up-to-date, and documents in quick note any missing information.
- Verify if current patient or new patient.
- Establish the center closest to the patient and the reason for the requested appointment.
- Responsible to remind patient to bring all medications and glucose, blood pressure monitor logs to appointment.
- Responsible for any rescheduling of patients appointments.
- Communicate patient concerns to clinical via Electronic Medical Records (EMR) and administrative staff via email.
- Schedule appointments and call patients to confirm appointments.
- Optimistically greet persons upon entry and assist them upon exit, striving to meet and exceed the expectations of patients, visitors and other staff members
- Answer the phone in a timely and efficient manner, identifying the Organization and optimistically greeting the caller
- Transfer all phone calls to the appropriate staff member
- Set appointment times in coordination with the medical staff work schedule and call patients to confirm appointments
- Consistently ensure HIPAA regulations and other federal, state and local laws and regulations pertaining to the duties of this position are observed
- Adhere to all of the Organization’s policies and procedures, especially the hazardous, health and safety procedures
- Other duties as assigned (non-essential)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
