Call Center Specialist

Farhan Siddiqi, MD LLC•Odessa, FL

6d•$17 - $19

About The Position

The Call Center Specialist provides phone and online support to patients and referral sources seeking care through Florida Advanced Spine & Orthopedic Medical group. The role requires courteous, respectful, and empathetic interactions with patients, providers, referral sources, and vendors, while complying with applicable regulations, including HIPAA and requirements for protecting PHI. The specialist handles appointment scheduling and pre-registration, gathers demographic, financial, and medical information, verifies insurance benefits, communicates financial responsibility estimates, documents activities, and supports service recovery and scheduling-policy maintenance.

Requirements

High school diploma or equivalent.
Solid verbal and written communication skills.
Excellent data-entry skills.
Ability to handle multiple tasks effectively in a fast-paced environment.

Nice To Haves

College, vocational or technical training, or certification.
One year of previous experience in a call center environment and/or one year of experience in a medical or dental office setting.
Knowledge of electronic health records software or equivalent.
Experience with eClinical Works.
Bilingual Spanish skills.
Knowledge of medical terminology.

Responsibilities

Answer incoming calls promptly and professionally, providing appointment information, preparation instructions, and assistance with cancellations.
Interview patients, families, and referral sources to gather demographic, financial, and medical information and use it to schedule or pre-register appointments.
Prioritize appointments according to guidelines and training, coordinating with departments to ensure patients receive the appropriate level of care.
Handle patient and family complaint calls and collaborate with offices as needed to provide service recovery.
Verify third-party payer information by web or telephone and check whether benefits are active or inactive.
Update the eMR scheduling system with financial responsibility estimates based on insurance benefits and contracts, and provide information to patients and families during verification.
Update the referral system with appropriate details for Marketing monitoring and reporting, maintaining accurate information about the patient population.
Ensure appointments are made with the most appropriate provider based on the patient, referral method, and source preferences.
Participate in developing and maintaining scheduling policies and procedures.
Maintain proper and accurate documentation of all activities.
Perform other job responsibilities as needed by the Call Center Supervisor.