GUEST EXPERIENCE NAVIGATOR - CALL CENTER - FULL TIME

WATSON CLINIC LLP•Baltimore, MD

21d•Onsite

About The Position

The Guest Experience Navigator (GEN) - Call Center team member is responsible for providing excellent customer service to patients, ensuring a delightful experience. This role requires mastery in scheduling, rescheduling, and canceling appointments for multiple providers across various specialties and the pediatric department. The GEN operates in a fast-paced, high-volume Call Center, handling incoming and outgoing calls to manage appointments. They also schedule appointments based on physician referrals, arrange hospital follow-up appointments as per discharge or ER instructions, and manage appointment changes via Patient Portal requests. Strong interpersonal and communication skills, including a clear speaking voice, are essential. The GEN warmly greets callers, provides facility directions, and maintains a positive, professional demeanor towards patients, visitors, and colleagues to create a favorable impression.

Requirements

High School graduate or GED equivalent.
All related education and experience must be within the last five (5) years.
Must meet department standards for general abilities and typing tests.
Must have accurate keyboard skills.
Must have knowledge of Windows-based computer applications.
Must be detail-oriented and able to access data from varied resources and programs.
Must possess professional manner and appearance.

Nice To Haves

Understanding of medical, insurance, and legal terminology.
1+ years' customer service experience in a related field.
1+ years’ experience in medical appointment scheduling.
1+ years’ experience in insurance verification.
1+ years’ experience in billing/payment processing.

Responsibilities

Follow HIPAA privacy policy guidelines.
Receive incoming and make outgoing calls to schedule or reschedule appointments.
Handle phone calls, faxes, voice mail messages, and emails professionally and in a timely manner.
Obtain and/or verify patient demographic information, including address and phone number, and update as applicable, avoiding duplicate patients.
Obtain and/or verify patient's insurance using the current Insurance Grid to ensure contract with the carrier.
Verify payment source is accurately entered with the appropriate case built and attached (e.g., liability, work comp, agency grants, employer, or legal).
Confirm if insurance is an HMO or requires an authorization (referral) when applicable.
Master/Verify/Update to ensure appropriate payment source is accurate and case attached if appropriate (e.g., Liability, work comp, agency grants, employer, VA, legal).
Mail questionnaires to patients or advise them to retrieve and complete them from their patient portal according to physician/provider protocol.
Notify and reschedule bumped patients in a timely manner.
Follow IDX Alert policy prior to scheduling an appointment and document appointment comments to reflect PFS collection amounts.
Follow NOI grid for self-pay patients.
Advise patients to bring co-payment if applicable.