Call Center Specialist

UMass Memorial Health•Southbridge, MA

1d•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.
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.

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, 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.