Patient Call Center Representative

Texas Tech University•El Paso, TX

36d•Onsite

About The Position

Responds efficiently and effectively to patients, healthcare professionals, university staff members, insurance companies, and the general public via multi-line phones and various electronic means in a busy call center. Provides a positive first impression to customers, offering one call resolution when within scope.

Requirements

High school diploma or GED.
One (1) year customer service, multi-line call agent and/or call center experience.
Healthcare setting preferred.

Nice To Haves

Excellent communication (written and verbal) and interpersonal skills.
Demonstrated ability to respond to inquiries and concerns effectively, professionally, and in a timely manner.
Previous experience in a healthcare call center.
Previous experience performing complex patient scheduling.
Knowledge of basic medical terminology.
Experience with Electronic Health Record (EHR) Systems or healthcare scheduling software.
Bilingual- English and Spanish.

Responsibilities

Provide scheduling support for multiple outpatient clinics.
Obtain and enter demographic and insurance coverage information.
Verify and update patient information, ensuring all events are documented in the patient's electronic medical record in accordance with departmental requirements.
Protect the financial integrity of TTUHSC El Paso by discussing insurance eligibility, payment options and screening for eligibility.
Proactively contact patients to follow up on missed appointments, or remind them of upcoming visits.
Conduct outbound calls as part of quality assurance initiatives to ensure patient satisfaction, compliance with treatment plans, or adherence to follow-up care instructions.
Utilize professional and timely problem-solving skills to connect the caller with appropriate staff and/or services in the event of issues/concerns are outside of the Patient Call Center Representative's scope.
Develop and maintain knowledge of the full range of services offered by TTUHSC El Paso/Texas Tech Physicians.
Assist in the gathering of information, updating and maintaining the departments' database for the Contact Center.
Ensure the confidentiality of all patients, applications, records, and information received. Maintains knowledge of, and adheres to all HIPAA standards of privacy and confidentiality.
Respond to patient complaints/concerns in a professional manner, escalating as appropriate and/or directed.
Collaborate with and across all healthcare team to facilitate and ensure a positive and seamless patient experience.
Participate in training and professional development activities to stay current on healthcare industry trends and best practices.
Consistently meet established performance metrics and goals as determined by clinical operations leadership.
Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.).
Personally demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork).
Remains current with all licensure, certifications and mandatory compliances and trainings required of this position.
Serve as a Value's ambassador while actively promoting and encouraging staff across the institution.
Perform all other duties as assigned.