Outbound Call Center Agent

Duly Health and Care • Downers Grove, IL

3h • $16 - $25 • Hybrid

About The Position

Outbound Call Center Agent
Training conducted ONSITE at Downers Grove for the first 30 days then remote
Hours: 9:30a - 6pm
Full Time Benefits:
Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
Access to a mental health benefit at no cost.
Employer provided life and disability insurance.
$5,250 Tuition Reimbursement per year.
Immediate 401(k) match.
40 hours paid volunteer time off.
A culture committed to community engagement and social impact.
Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

Under the Direction of the Department Supervisor and/or Manager, this position is responsible for accurate and timely patient scheduling and registration. Provides efficient, effective, quality customer service through a variety of duties including, but not limited to: Appointment scheduling; the collection and entry of patient demographics, and verification of coverage. Maintains the strictest patient confidentiality and adheres to all HIPAA guidelines. Responsible for the accurate, timely, and comprehensive registration and insurance verification of Duly health and Care patients.
Schedules patient appointments in accordance with scheduling guidelines and policies to ensure accurate outcomes for patients and doctors.
Quality and accuracy (70%)
Is proficient with scheduling 4-10 unique modalities/specialties
Transferring clinical calls to Triage when required
Cancels and reschedules appointments at the patient’s request
References scheduling guidelines and protocols to assure accurate scheduling
Review and updates patient demographic and insurance information as needed
Answers switchboard calls and transfers patients to the correct department
Sends afterhours physician pages for inpatient and outpatient callers
Phone Etiquette and Call wrap-up (15%)
Answers incoming calls pleasantly and appropriately using the assigned greeting and name
Speak clearly and professionally
Wraps up each call appropriately
Participates in departmental projects, huddles, and meetings (15%)
Attends meetings as required. Responsible for maintaining and obtaining accurate and current resource material
Participates in the rotation of department responsibilities and performs other projects and duties related to the organization review

Requirements

• High School diploma or GED required
• Excellent communication and organization skills
• Basic computer program and keyboard typing knowledge
• One to two years of medical office experience
• Previous experience, one to two years of successful call center or scheduling in a healthcare central scheduling department.
• Experience in typing, use of keyboard and computer entry.
• Familiarity with Microsoft Word and windows-based programs.

Nice To Haves

• Previous call center and/or medical scheduling experience preferred
• Knowledge of healthcare terminology a plus

Responsibilities

• Appointment scheduling
• Collection and entry of patient demographics
• Verification of coverage
• Schedules patient appointments in accordance with scheduling guidelines and policies to ensure accurate outcomes for patients and doctors.
• Is proficient with scheduling 4-10 unique modalities/specialties
• Transferring clinical calls to Triage when required
• Cancels and reschedules appointments at the patient’s request
• References scheduling guidelines and protocols to assure accurate scheduling
• Review and updates patient demographic and insurance information as needed
• Answers switchboard calls and transfers patients to the correct department
• Sends afterhours physician pages for inpatient and outpatient callers
• Answers incoming calls pleasantly and appropriately using the assigned greeting and name
• Speak clearly and professionally
• Wraps up each call appropriately
• Attends meetings as required.
• Responsible for maintaining and obtaining accurate and current resource material
• Participates in the rotation of department responsibilities and performs other projects and duties related to the organization review

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.
• Access to a mental health benefit at no cost.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to community engagement and social impact.
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED