Call Center Specialist, Harrington Hospital, Southbridge - 40 Hours, Days

UMass Memorial Health•Southbridge, MA

17d•Onsite

About The Position

Support the practices by answering telephone inquiries, scheduling appointments, registering new patients, and maintaining records and accounts. Verifies insurance eligibility prior to appointments, mail out monthly Medicare letters, floats to PCP sites as assigned and work miscellaneous projects as assigned. Act as practice liaison between caller and offices while providing excellent internal and external customer service.

Requirements

High School Diploma or GED required.
Minimum of 1 year of receptionist experience, preferably in a health care setting.
Basic computer knowledge.

Responsibilities

Answer telephones, engages clinical staff when appropriate for assistance, keep calls to an average of 4 minutes and consistently handles an average of 100 calls per shift.
Take complete messages using Call Process and text templates in EHR, using correct task titles for reason of call, sending tasks to correct bin, and including accurate call back information.
Schedule appointments using templates correctly, using appointment types and times correctly, and utilizing all PCP sites for scheduling same-day appointments.
Verify insurances, ensuring patients insurance is active prior to scheduling appointments, verifying insurances 72-hours prior to scheduled appointments for all participating PCP sites, having and maintaining access to necessary verification sites, having a thorough understanding of insurance processes and staying up-to-date with changes, and calling patients with insurance issues prior to appointment.
Update patient demographics as appropriate in Allscripts.
Register and schedule new patients, mail new patient packet including ROI, update demographics and collect insurance information accurately.
Understand and apply the self-pay policy to inform patients of their financial obligations when arriving for their appointment.
Provides and maintains proper phone etiquette and good customer service.
Maintain knowledge of current OSHA and CLIA regulations, and HPS policies.
Assist coworkers to assure smooth office operation and delivery of excellent services through teamwork.
Perform other duties as assigned, which may include floating to assist other sites.
Facilitates in gathering accurate patient billing information.
Able to handle caller complaints, de-escalate situations, maintain professionalism during difficult interactions and assist in providing service recovery to salvage a suboptimal experience.
Demonstrates a working knowledge of HIPAA guidelines. Adheres to our policies for releasing patient information. Understands the difference between and can explain to patients the difference between a healthcare proxy, power of attorney and HIPAA appointee.
Answers patient inquiries regarding their liability and able to explain the variables involved.
Complies with established departmental policies, procedures and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
Maintains, regular, reliable, and predictable attendance.
Performs other similar and related duties as required or directed.