Patient Call Center - Urology

Summit Health•Fair Lawn, NJ

1d•Onsite

About The Position

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care. The work we do is changing the lives of our patients, our communities, and each other. Join us as we deliver the care we want to see in the world. Together, we can create better outcomes for all.

Requirements

High School Graduate/GED required.
Ability to communicate in English, both orally and in writing required.
Strong interpersonal and customer service skills required.
Ability to organize and perform multiple tasks in a timely manner required.
Strong attention to detail required.
Previous office and computer experience required.

Nice To Haves

2 years’ customer service experience preferred.
2-4 years’ related experience preferred.
Knowledge of medical terminology preferred.
Experience with Standard Office Technology in a Window based environment preferred.
Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) preferred.

Responsibilities

Responsible for answering inbound calls in a centralized call center environment.
Schedules appointments and answers questions while providing timely, accurate, and excellent customer service, while adhering to department standards and provider protocols.
Communicates to patient a recommendation for appointment times and locations; including multi-specialty and multi-location(s).
Obtains, verifies, and updates patient information; maintains confidentiality according to policies: Patient demographics, Pre-registration of patients, Insurance contracts and coverage, Electronic Health Record, Other data fields as needed.
Achieves a minimum call standard as pre-determined by department goals.
Maintain 90% or higher call quality threshold.
Adheres to the call center schedule while being accountable to follow specific call quality guidelines and measurements.
Clearly communicates patient responsibilities to prep for upcoming appointments or tests.
Must be knowledgeable and conversational in all health insurances that are par or non-par with SMG.
Coordinate appointment scheduling with billing department as needed.
Must be comfortable with extensive computer use, navigating multiple applications while engaging in conversations with patients or clinical office staff.