Outbound Patient Services Representative

Aylo Health • McDonough, GA

5d

About The Position

The Outbound Patient Services Representative drives a high-quality experience for callers across different communication channels while representing the Aylo Health brand. The role focuses on making outbound calls to schedule medical appointments and providing patient care and customer service. It also includes handling appointment questions, collaborating with offices to resolve patient needs, maintaining accurate records, and following confidentiality and HIPAA requirements.

Requirements

• High school diploma or equivalent.
• At least 3 years of Contact Center or customer service experience.
• Entry-level working knowledge of Microsoft Office Suite, including Outlook and MS Word.
• Ability to sit and talk for extended periods, up to 8 hours at a time.
• Ability to continually use fingers to operate a telephone, write, and enter information on a computer.
• Ability to hear normal conversation by phone.

Nice To Haves

• Contact Center experience in a healthcare setting.
• Remote work experience.
• Previous experience with eClinical Works electronic medical records software.

Responsibilities

• Make outbound patient calls to schedule a variety of medical appointments while providing high-quality patient care and customer service.
• Interact with callers promptly, pleasantly, and helpfully; determine their needs and provide instructions or directions as needed.
• Schedule or reschedule appointments for office visits and procedures.
• Collaborate with different offices to resolve patient or caller concerns.
• Provide accurate information, including addresses and provider information.
• Coordinate urgent patient requests and report problems or irregularities to the Contact Center Leader.
• Collect and record accurate patient information in the CRM.
• Assist callers with questions about appointments and cancellation requests.
• Meet or exceed quality and productivity standards set by the Contact Center Leader.
• Respond to emails and voicemails in a timely and efficient manner.
• Participate in staff meetings as directed by the Call Center Leader.
• Comply with and promote HIPAA requirements, maintaining strict confidentiality of patient information.
• Communicate professionally and warmly with patients, coworkers, and physicians by telephone, email, and in person.
• Interpret and apply clinical and non-clinical policies and procedures.
• Perform other duties or special projects as assigned.

Benefits

• Medical insurance with prescription drug coverage
• Dental insurance
• Vision insurance
• Company-paid child care
• Company-paid basic life insurance
• 401(k) with company match
• Dependent Care Flexible Spending Account
• Healthcare Flexible Spending Account

What This Job Offers

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