Medical Office Associate I, Full Time, Days - AMG Call Center - Morristown

Atlantic Health System•Morristown, NJ

5h•$21 - $35

About The Position

The Medical Office Associate I performs scheduling, insurance eligibility verification, and accurate collection of patient registration data for Atlantic Medical Group practices. The role handles a high volume of calls and requests in a fast-paced call center, and requires flexible work assignments based on daily priorities, metrics, and established guidelines. The associate supports appointment scheduling and changes, patient registration, referral triage, insurance and financial eligibility review, and coordination with patients and physician practices. The role also promotes use of the patient portal, communicates appointment and insurance information, responds to customer needs, and supports revenue cycle policies and patient experience goals.

Requirements

High school diploma or equivalent.
Knowledge of computerized scheduling and electronic medical record systems is a plus.
Excellent verbal and written communication skills.
Customer- and employee-focused, with demonstrated ability to multitask.
Proficiency with Microsoft Office.

Nice To Haves

One to three years of prior experience in a contact center or front-facing medical office.

Responsibilities

Handle incoming phone calls and SMS requests, perform patient registration, place outbound calls, and schedule appointments for Atlantic Medical Group practices.
Complete inbound scheduling requests received by fax or through electronic work queues accurately and promptly.
Record special patient needs, such as accommodations, exam protocols, or interpreter requirements.
Promote patient portal usage and connect patients to registration resources when applicable.
Ensure patients know about upcoming appointments when scheduling, and assist with cancellations and rescheduling.
Triage and manage patient referrals to appropriate specialty practices to support timely and appropriate care.
Complete the patient’s face sheet at scheduling with required demographic and insurance information and forms or documents to expedite check-in.
Maintain and update patient accounts for medical and financial eligibility, using Epic work queues to review upcoming visits.
Coordinate with patients and physician practices to obtain missing information or communicate appointment status.
Perform real-time insurance verification, interpret responses, and communicate insurance participation, applicable financial responsibility, and time-of-service policy.
Proactively solicit customer feedback and respond promptly to internal and external customer needs and requests.
Support revenue cycle department policies, practices, and goals related to patient experience and quality outcomes.
Meet individual productivity and quality expectations across job functions.
Escalate cases when appropriate and report system errors or mistakes to the direct supervisor to support education, coaching, and training.
Maintain knowledge of insurance requirements.
Complete required training and participate in staff meetings and assigned in-services.