Outbound Call Center Representative

Summit Health•Houston, TX

21h•Onsite

About The Position

As an Outbound Call Center Representative, you will offer inbound and Auto-dialer outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a high fast paced call center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence.

Requirements

High school diploma or GED
1+ year of experience working in a fast paced, high growth call center
Experience working with an Outbound Auto-Dialer required
Excellent telephone etiquette
Skilled in basic computer operations and EMR

Nice To Haves

Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems
Experience working with Saleforce preferred
Service center excellence
Experience in the medical or health insurance field preferred
Bilingual in English and Spanish preferred

Responsibilities

Answer all phone calls in a patient, empathetic, and passionately communicative manner
Consistently process requests with the absolute highest degree of operational accuracy
Schedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely manner
Collect and update new patient’s demographic and insurance information
Provide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health records
Follow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standards
Maintain access to the Health Information Exchange (HIN) and other related systems
Maintain and work with Health Information Technology to proactively identify the need for patient care
Handle high volume, rapid pace Inbound and Auto Dial Outbound calls
Navigate patient to care, as assigned
Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chat
Ensure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressed
Deliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectations
Use HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinated