Clinic Scheduler: OCW Call Team

Hoag•Costa Mesa, CA

About The Position

The Customer Service Specialist serves our patients, members, and providers. Responsible for answering phone calls and scheduling patient appointments. Triages phone calls as necessary. May conduct patient/member pre-certification to ensure coverage for appointments and medical care. With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience. Hoag Clinic: Member Advocate I: Addresses inbound and outbound communications across multiple communication channels (e.g., telephone, email, patient portal). Accurately collects and documents information. Adheres to designated protocols, including protocol for recognition of issues that may require immediate clinical assessment or action. Revenue Cycle: CPS Specialist: The Customer Service Specialist plays a vital role in supporting patients, healthcare providers, and internal departments. This position is responsible for managing both inbound and outbound communications across multiple channels, including telephone, email, and patient portals. The role involves handling high volumes of phone calls with professionalism and efficiency, accurately obtaining, documenting, and relaying information, and ensuring timely and effective communication to facilitate seamless patient care and operational support. HOI: The Hoag Orthopedic Institute Customer Service role is centered on delivering exceptional service to patients and prospective patients through phone, email, and chat. Responsibilities include providing physician referral information with a warm handoff to the physician’s office, registering patients for educational classes, answering general inquiries, addressing concerns, or escalating them as needed, and ensuring timely follow-up for email and website submissions. They will work with HOI’s patient access team to assist patients with the registration process, as needed.

Responsibilities

Answering phone calls
Scheduling patient appointments
Triaging phone calls as necessary
Conducting patient/member pre-certification to ensure coverage for appointments and medical care
Addresses inbound and outbound communications across multiple communication channels (e.g., telephone, email, patient portal)
Accurately collects and documents information
Adheres to designated protocols, including protocol for recognition of issues that may require immediate clinical assessment or action
Managing both inbound and outbound communications across multiple channels, including telephone, email, and patient portals
Handling high volumes of phone calls with professionalism and efficiency
Accurately obtaining, documenting, and relaying information
Ensuring timely and effective communication to facilitate seamless patient care and operational support
Providing physician referral information with a warm handoff to the physician’s office
Registering patients for educational classes
Answering general inquiries
Addressing concerns, or escalating them as needed
Ensuring timely follow-up for email and website submissions
Assist patients with the registration process, as needed