New Patient Lead Operator

Borinquen Health Care Center•Miami, FL

3d•Onsite

About The Position

Borinquen Medical Centers in Miami, FL is seeking a full-time New Patient Lead Operator. This role involves managing inbound and outbound calls in a high-volume call center environment, registering patients for treatment, and overseeing administrative activities. The operator will handle patient communication, verify insurance, explain financial requirements, schedule appointments, and ensure patient satisfaction. This position requires excellent customer service, strong communication skills, and the ability to manage multiple tasks efficiently.

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

Transfer calls to the correct destination and assist callers as needed.
Register and/or oversee the registration of patients for treatment, ensuring policies and procedures are observed.
Assist with the planning, coordination, and supervision of the department's administrative activities.
Prepare forms, verify insurance benefits, and explain financial requirements to patients.
Answer incoming new patient communication calls, register these patients, and place follow-up outbound calls to remind new patients of their appointments.
Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital patient information 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-oriented manner.
Ensure customer service levels are in line with company standards.
Handle all tasks 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.
Interview incoming patients for medical and/or hospital care to obtain demographic information, authorizations for treatment, and related information and consent.
Counsel patients and families regarding financial issues such as insurance, eligibility for assistance, sliding fee scales, and verify insurance coverage with insurance companies.
Confirm patient services needed, schedule evaluations and admissions.
Record patient demographic, insurance, and billing codes into registration and billing system; research missing information on intake forms; obtain signatures and release forms.
Lead, train, and guide the activities of other clerks engaged in patient registration.
Aid in the planning, coordination, and implementation of clerical, data entry, and operating procedures within the department.
Provide general information; receive and direct visitors and/or patients.
Schedule patient appointments for treatment.
Confirm services needed by patient, and orient patient to specific medical procedure(s) and nature of treatment involved.
Enroll and dis-enroll Medicaid patients.
Follow 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 in the New Patient Service Communication Room.
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 in the New Patient Service Communication Room.
Provide information of all locations and services in those locations in the New Patient Service Communication Room.
Obtain insurance information in the New Patient Service Communication Room.
Input insurance information in our system Athena in the New Patient Service Communication Room.
Provide data on a daily basis of all received and scheduled appointments in the New Patient Service Communication Room.
Print New patient service outbound call information.
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 during New patient service outbound calls.
Provide information of all required documents for registration during New patient service outbound calls.
Provide information pertaining to the location which includes address and not limited to the Doctor and service they are scheduled to do during New patient service outbound calls.
Perform 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.