Contact Center Representative

Florida Cancer Specialists

2d•Remote

About The Position

The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following it values and service standards. The Patient Contact Center department will support the practices with scheduling all various appointments, from clinic services, internal and external radiology services etc. Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtain and input insurance information, maintaining compliance standards and provide a quality consumer experience by meeting consumers’ needs.

Requirements

High School Graduate or Equivalent
Previous customer service experience.
1+ years’ experience in the Health Care preferred.
Call center experience preferred.
Proven ability to train and audit others.
Proficient with computer programs: Email, PowerPoint, Excel, Word.
Demonstrates interpersonal skills by effectively communicating with all levels of management, staff and outside vendors and patients.
Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi task.
Ability to deal with data that is of a sensitive and confidential nature.
Ability to work independently and in a team environment.
Displays professional interactions with all levels of internal and external patients’/customers as demonstrated by work history and interview process.
Excellent verbal and written communication skills.

Nice To Haves

Knowledge of EHR.
Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position.

Responsibilities

Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams.
Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown.
Communicates in a cordial, professional manner with patients via phone.
Meets daily, weekly and monthly qualitative and quantitative performance metrics.
Cross trained in Contact Center Supervisor/Manager Team area(s).
Schedules patients for medical office/testing/radiology visit appointments.
Transfers callers to appropriate department / location when necessary.
New patient registration (inputting demographic information, insurance information, etc.).
Complete new patient process and schedule accordingly.
Works with online scheduling system and EHR.
Follows federal, state laws and company guidelines to be compliant with patient records.
Verifies patient data and insurance to ensure it is updated for accurate billings.
Handles patient concerns or refers to administration appropriately.
Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners.
Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader.
Respond timely to incoming calls and route calls or take message as appropriate.
Maintain individual and departmental metrics and KPI’s.
Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
If outside testing requires preparation, give the patient the preparation and explain process to patient/family member.
Collect patient payments based on standard operating procedure.
Document/update EMR with required information based on standard operating procedure.
attend meetings and training sessions and report any changes or concerns to the supervisor.
Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills.
Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections.
Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.

Benefits

Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance.
Medical and Prescription Drug Coverage
Vision & Dental Insurance
Employee Assistance Program (EAP)
Health Savings Account (HSA) & Flexible Spending Accounts
Paid Time Off (PTO)
401(k) Retirement Plan
Life Insurance
Tuition Reimbursement
Disability Insurance
Accident Insurance
Critical Illness
Hospital Indemnity
Pet Insurance
Identity Theft
Legal Insurance