New Patient Lead Operator

Borinquen Health Care Center•Miami, FL

4d•Onsite

About The Position

Borinquen Medical Centers in Miami, FL is seeking to hire a full-time New Patient Lead Operator. This role involves transferring calls, assisting callers, registering patients, and overseeing the registration process to ensure adherence to policies and procedures. The position also assists in planning, coordinating, and supervising the administrative activities of the department. Responsibilities include preparing forms, verifying insurance benefits, explaining financial requirements, handling new patient communications, registering patients, and making follow-up calls to confirm appointments.

Requirements

Excellent customer service skills; a problem solver exhibiting good judgment
Good phone etiquette and excellent listening skills
Strong written, analytical, persuasive and interpersonal skills
Strong verbal communication skills; a courteous and professional approach
Must type at least 40WPM
Basic computer skills are required – working knowledge of MS Word and Excel
Ability to prioritize work and meet deadlines
High school education or equivalent required

Nice To Haves

Bilingual Spanish/Creole

Responsibilities

Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital information patient to complete registration
Transfer calls to the appropriate department whenever necessary
Conduct introduction calls to verify/confirm services needed
Schedule provider appointments by coordinating panel availability
Take actions and make decisions in line with the responsibilities of the position held to ensure a successful service completion
Update patient information (insurance, address, phone, email i.e.) regularly through multiple web portals
Conduct courtesy calls to end users to ensure patient satisfaction with service provided
Retrieve and return all voice mails within 24 hours
Update all work orders within 2 business days
Effectively deal with upset/angry callers; understand the importance of maintaining a professional attitude when handling all calls and escalate to a supervisor/manager when necessary
Use the most appropriate means to communicate with different personality types on the telephone and within the workplace
Identify and communicate concerns, problems and challenges to supervisor(s)/manager(s) in a positive, constructive and solution orientated manner
Ensure customer service levels are in line with company standards
Handle all task and requests quickly and efficiently
Act as a role model and take ownership of each task – be pro-company and supportive of all coworkers
Meet regularly with Supervisor(s)/Manager(s) to discuss issues and receive coaching; request assistance as needed
Escalate calls/send emails through the proper channels if required
Arrive to work and scheduled meetings on time and prepared
Maintain a professional work area, appearance and attitude
Interviews in-coming patients for medical, and/or hospital care to obtain demographic information, authorizations for treatment, and related information and consent
Counsels patients and families regarding financial issues such as insurance, eligibility for assistance, sliding fee scales, verifies insurance coverage with insurance companies
Confirms patient services needed, schedules evaluations and admissions
Records patient demographic, insurance, and billing codes into registration and billing system; researches missing information on intake forms; obtains signatures and release forms
Leads, trains, and guides the activities of other clerks engaged in patient registration
Aids in the planning, coordination, and implementation of clerical, data entry, and operating procedures within the department
Provides general information; receives and directs visitors and/or patients
Schedules patient appointments for treatment
Confirms services needed by patient, and orients patient to specific medical procedure(s) and nature of treatment involved
Enroll and dis-enroll Medicaid patients
Follows established departmental policies, procedures, and objectives, continuous quality improvement objectives, and safety, environmental, and/or infection control standards
May contact attending physicians regarding services required by patient, evaluations needed, and obtain relevant medical records
Answer phone calls in the New patient service communication room
Manage to answer several calls at the same time
Provide excellent customer service in the New patient service communication room
Schedule appointments for New patients in all departments except (Dental, Behavioral and Specialty)
Provide information pertaining to all required documents
Provide information of all locations and services in those locations
Obtain insurance information
Input insurance information in our system Athena
Provide data on a daily basis of all received and scheduled appointments
Call patients 3 days prior of appointment to confirm appointments, then call 24 hours of appointment if not able to confirm cancel appointments
Provide excellent customer service for outbound calls
Provide information of all required documents for registration for outbound calls
Provide information pertaining to the location which includes address and not limited to the Doctor and service they are scheduled to do for outbound calls
Performs miscellaneous job-related duties as assigned
Assist the supervisor as needed
Support staff in assigned project based work
Other duties as assigned by immediate supervisor as required