Patient Call Center Specialist

Urology of Virginia • Virginia Beach, VA

6d • Onsite

About The Position

Skilled Patient Call Center Specialist to efficiently triage phone calls, register patients, handle requests, and maintain a professional and positive atmosphere. This role requires strong communication skills, prior medical experience, and the ability to meet call volume targets.

Requirements

• Previous experience in medical setting
• Strong oral and written communication skills are required for interacting with physicians, patients, fellow employees, third party insurance company representative

Nice To Haves

• Athena experience

Responsibilities

• Accurately triage all phone calls by evaluating their needs to determine appropriate site and provider of care, based on the conversation with the patient.
• Uses appropriate/required documentation (i.e. dot phrases) based on type of call being handled or placed. i.e., Clinical issues, prescription refills, imaging, no show.
• Registers patients by gathering demographic information with the highest possible proficiency and verifies existing data. Upon registering the patient, mails appointment reminder, information packet, and various office.
• Completes incoming requests from referring providers via telephone calls, emails, in- baskets or faxes and manages their requests and/or inquiries.
• Accommodates requests for same day appointments as permitted.
• Promptly and courteously answers and screens incoming calls while providing comprehensive service in an effort to reduce call transfers, redundancy of questions and unnecessary call backs.
• Prioritizes calls using courteous and professional attitude to ensure the highest satisfaction from all callers.
• Handles complaints and inquiries by obtaining and evaluating all relevant data. Resolves the caller’s concerns in a timely fashion.
• Coordinates changes, postponements and cancellations with other schedulers so that waitlist may be managed in a timely manner.
• Completes prescription refills as per practice protocol.
• Verifies and/or confirms appointments for patients are needed-PCR.
• Indicates the services of an interpreter when deemed necessary.
• Stays abreast of the practice’s participation with medical healthcare insurances and their requirements.
• Projects an image of professionalism in both verbal and non-verbal communication to ensure a positive experience for patients, providers, visitors and colleagues.
• Assists department management in identifying needs for training and staff education.
• Offers guidance, assistance and direction to less experienced team members.
• Maintain a skill set talk time of no less than 7 hours (minimizing out of queue times).
• Answer and complete a minimum of calls per day and remain active in the queue answering calls until the end of their shift.
• Performs other duties as assigned by manager or director while maintaining a helpful attitude.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed