Contact Center Medical Clerk

North Brevard Medical Support • Titusville, FL

5d • Onsite

About The Position

The Contact Center Medical Clerk serves as a point of contact for patients and customers through the Call Center. Under the direction of the Call Center Director, the role supports patient access and service by answering calls, scheduling appointments, verifying insurance, collecting copays, and managing records and communications. The position is expected to exemplify Parrish Healthcare’s Culture of Choice and philosophies.

Requirements

• High school diploma or GED required.
• Strong communication, problem-solving, active listening, attention to detail, multitasking, and time-management abilities.
• Required licenses, certifications, or registrations: none.

Nice To Haves

• 0 to 1 year of experience in customer service, call centers, or a medical office is preferred.

Responsibilities

• Answer inbound calls from patients and other healthcare facilities, identify needs, clarify information, research issues, and provide solutions or alternatives.
• Manage high volumes of inbound and outbound calls in a timely manner, identifying oneself and Parrish Medical Group.
• Schedule, reschedule, or cancel patient appointments in the EMR and coordinate care with healthcare providers and clinical staff.
• Direct complex clinical questions to appropriate medical staff or healthcare providers.
• Verify patient demographic and insurance information, update patient information in the EMR, and complete initial registration for new patients according to established procedures.
• Follow communication scripts and escalate urgent or emergent calls appropriately.
• Navigate patient charts in the EMR and accurately document interactions, inquiries, and appointment detail requests.
• Maintain the daily EMR worklist.
• Follow call center protocols, including HIPAA requirements, to protect patient confidentiality.
• Address patient complaints and concerns professionally and empathetically, escalating to a manager when needed.
• Collaborate with clinical and administrative teams to resolve patient issues and transfer calls or patient cases to appropriate departments.
• Inform patients of their share of costs or copays, verify insurance coverage, and process payments by phone in the EMR and verified patient accounts.
• Explain deductibles and forward billing disputes to the appropriate department.
• Help patients use the portal or sign up for it.
• Monitor and meet performance measures such as answer rate, average handle time, and customer service satisfaction scores.
• Assist departments with appointment reminders, referral management, and rescheduling.
• Use clear, compassionate communication, patience, emotional intelligence, problem-solving, active listening, attention to detail, multitasking, and time management.
• Perform other duties as assigned.

Benefits

• Benefits begin on Day 1.
• Health, dental, and vision insurance.
• 403(b) retirement program.
• Tuition reimbursement and educational assistance.
• Employee Assistance Program (EAP), flexible spending, accident, critical, and other applicable benefits.
• Annual accrual of 104 Personal Leave Bank (PLB) hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED