Office Assistant Call Center RMG

Riverside Hospital•Newport News, VA

16d•Onsite

About The Position

The office assistant in the RMG Call Center works under the direct supervision of the supervisor/director. Primary responsibilities include providing exceptional customer service while multitasking. Answering the telephone, scheduling appointments, performing a thorough patient registration and reconciliation within the patient registration software. Properly entering patient demographics, performing insurance eligibility, properly transcribing and routing phone messages and initiating medication refill request. Assists other employees as needed. The office assistant/call center also identifies, corrects, and reports compliance, insurance, and billing anomalies as they are recognized.

Nice To Haves

High school or equivalent
Medical Office experience

Responsibilities

Uses good telephone techniques including 4 part greeting and 2 rings or less guideline.
Observes transfer and on-hold techniques.
Monitors the queue.
Manages patient expectations with clear and concise communication.
Collects all needed information and routes to appropriate parties.
Able to screens calls and make decisions concerning severity of complaint and schedule and/or transfer call following established guidance guidelines.
Reviews and updates demographics with each call.
Verifies My Chart status and activates when appropriate.
Follows proper protocol for interpreter service requests.
Reminds patient of co-pays due at time of scheduling.
Uses appropriate visit types when scheduling appointments.
Routes appropriate messages to the correct pool.
Initiates medication refill requests.
Recommends to office manager any process improvements needed to improve quality of service.
Reports compliance, insurance, and billing anomalies as they are recognized.