Call Center Specialist
About The Position
This position supports the practices by answering telephone inquiries, scheduling appointments, registering new patients, and maintaining records and accounts. The specialist verifies insurance eligibility prior to appointments, mails out monthly Medicare letters, floats to PCP sites as assigned, and works miscellaneous projects as assigned. The role acts as a practice liaison between the caller and offices while providing excellent internal and external customer service. At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.
Requirements
- High School Diploma or GED required.
- Minimum of 1 year of receptionist experience, preferably in a health care setting.
- Basic computer knowledge.
- Equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements, unless certification, licensure or registration is required.
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.
Benefits
- Signing bonus available (eligibility confirmed during interview process)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
