Clinic Call Center Representative

PIONEERS MEMORIAL HEALTHCARE DISTRICT•Brawley, CA

About The Position

The Clinic Call Center Representative handles incoming calls from patients or their representatives, gathers and verifies registration information, checks insurance coverage and service authorizations, and provides information about estimated out-of-pocket expenses. The role also performs telephone operator, health information, and general clerical functions in support of outpatient clinic operations. The representative updates patient demographic and medical record information in electronic systems, protects the confidentiality and security of health information, and verifies patient identity using multiple identifiers. The position monitors provider and facility schedules to support effective scheduling and applies district admission and registration policies when assisting patients. It requires strong customer service, teamwork, organization, prioritization, and accountability. The position has no supervisory responsibilities.

Requirements

High school education or equivalent.
Computer friendliness is required.
Accuracy is more important than speed.
Ability to sit, stand, bend, lift, and move intermittently during working hours.
Visual and hearing acuity pertinent to communicating with customers.

Nice To Haves

Three years of experience in a patient registration environment, preferably in a hospital.
Knowledge of medical terminology.
Bilingual English/Spanish.

Responsibilities

Obtain and verify accurate social, financial, personal, and other registration information from patients or their representatives.
Determine the services needed before a patient visit, explain registration and third-party payer policies, verify authorizations, take appropriate action, and document registration information.
Create and update medical record information and patient demographics using district electronic systems.
Protect the confidentiality and security of patient health information, enforce authorization requirements for third-party record releases, and verify patient identity using multiple identifiers.
Answer telephone calls efficiently, courteously, and promptly.
File and scan medical, demographic, and financial information when available.
Verify health coverage and insurance benefit eligibility, and provide customers with estimated out-of-pocket expenses.
Follow district admission policies and procedures, instruct patients as needed, and review reference materials and communications to stay current on admission processes.
Monitor provider and facility schedules to support effective customer scheduling.
Promote positive patient and interfacility relations and a caring environment.
Maintain confidentiality of patients, services rendered, and financial or demographic information.
Perform similar job-related duties as assigned and cross-train for similar duties in other outpatient departments.
Provide strong customer service and teamwork, stay organized, prioritize work, and follow through on delegated tasks with accountability.