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

Atlantic Health System•Morristown, NJ

About The Position

The Medical Office Associate I works as an AMG Specialty Call Center Scheduler. The role accurately schedules appointments, verifies insurance eligibility, and collects patient registration data. The associate handles flexible work assignments according to daily priorities while following established metrics and guidelines. This position supports Atlantic Medical Group practices in a high-call-volume, fast-paced environment. It includes managing patient communications and referrals, maintaining registration and eligibility information, coordinating with patients and physician practices, and supporting revenue-cycle goals related to patient experience and quality outcomes.

Requirements

High school diploma or equivalent.
Knowledge of computerized scheduling and electronic medical record systems is a plus.

Nice To Haves

One to three years of prior experience in a contact center or front-facing medical office.
Excellent verbal and written communication skills.
Customer- and employee-focused approach and demonstrated ability to multitask.
Proficiency with the Microsoft Office suite.

Responsibilities

Handle incoming phone calls and SMS requests, register patients, 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 use and connect patients with registration resources when applicable.
Ensure patients are aware of upcoming appointments when scheduling, and assist with cancellations and rescheduling.
Triage and manage patient referrals to appropriate specialty practices so patients receive timely and appropriate care.
Complete the patient face sheet at scheduling with necessary 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 identify upcoming visits requiring review.
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 to patients.
Proactively solicit customer feedback and respond promptly to internal and external customer needs and requests.
Support revenue-cycle policies, practices, and goals related to patient experience and quality outcomes.
Meet individual productivity and quality expectations across job functions.
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 training and participate in staff meetings and in-services.