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

Atlantic Health System•Morristown, NJ

4h•Onsite

About The Position

The Medical Office Associate I supports the Atlantic Medical Group Specialty Call Center by scheduling appointments, verifying insurance eligibility, and accurately collecting patient registration data. The role handles calls, SMS requests, outbound calls, fax and electronic scheduling requests, and patient referrals in a high-volume, fast-paced environment. The associate follows established metrics and guidelines, manages flexible assignments based on daily priorities, and helps patients understand upcoming appointments, insurance participation, financial responsibility, and time-of-service policies. The role maintains patient accounts and registration information, including demographic and insurance details, required forms, and medical and financial eligibility. It uses Epic work queues to review upcoming visits, coordinates with patients and physician practices to obtain missing information or provide appointment updates, and identifies special accommodation or exam needs. The associate promotes patient portal use, responds proactively to customer needs, solicits feedback, escalates cases when appropriate, and supports revenue-cycle policies and patient-experience and quality goals. The position also requires completing trainings and participating in staff meetings and in-services. Atlantic Medical Group is a physician-led and physician-governed multispecialty organization with more than 1,000 clinicians at over 300 locations in northern and central New Jersey and northeast Pennsylvania. Its mission is to deliver exceptional care while recognizing the unique needs of those it serves. Its vision is to achieve the best outcomes with patients at the center of a physician-led team, driven by service, innovation, and continuous learning.

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 approach.
Demonstrated ability to multitask.
Proficiency with Microsoft Office suite.

Nice To Haves

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

Responsibilities

Accurately handle incoming phone calls and SMS requests, perform patient registration, place outbound calls, and schedule appointments for Atlantic Medical Group practices in a high-volume call center.
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 with registration resources when applicable.
Ensure patients know about upcoming appointments and assist with cancellations and rescheduling.
Triage and manage patient referrals to appropriate specialty practices to support timely and appropriate care.
Complete patient face sheets 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, financial responsibility when applicable, and time-of-service policies.
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.
Escalate cases as appropriate and report system errors or mistakes to the direct supervisor to support education, coaching, and training.
Maintain knowledge of insurance requirements.
Complete required trainings and participate in staff meetings and in-services.

Benefits

Medical, dental, vision, and prescription coverage for team members working 22.5 hours per week or above.
Life and AD&D insurance.
Short-term and long-term disability, with options to supplement.
403(b) retirement plan with employer match and an additional non-elective contribution.
Paid time off and paid sick leave.
Tuition assistance, advancement opportunities, and academic advising.
Parental, adoption, and surrogacy leave.
Backup and on-site childcare.
Well-being rewards.
Employee Assistance Program.
Fertility benefits and Healthy Pregnancy Program.
Flexible spending and commuter accounts.
Pet, home, auto, identity theft, and legal insurance.