Patient Call Center - Urology

Summit Health CityMD•Fair Lawn, NJ

2d•Onsite

About The Position

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.

Requirements

High School Graduate/GED required.
2 years’ customer service experience preferred.
2-4 years’ related experience preferred.
Ability to communicate in English, both orally and in writing required.
Strong interpersonal and customer service skills required.
Knowledge of medical terminology preferred.
Ability to organize and perform multiple tasks in a timely manner required.
Strong attention to detail required.
Previous office and computer experience required.
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

Answering inbound calls in a centralized call center environment.
Scheduling appointments and answering questions while providing timely, accurate, and excellent customer service.
Adhering to department standards and provider protocols.
Communicating recommended appointment times and locations to patients.
Obtaining, verifying, and updating patient information, maintaining confidentiality.
Achieving minimum call standards and maintaining a 90% or higher call quality threshold.
Adhering to the call center schedule and following specific call quality guidelines and measurements.
Clearly communicating patient responsibilities for upcoming appointments or tests.
Being knowledgeable and conversational in all health insurances (par or non-par with SMG).
Coordinating appointment scheduling with the billing department as needed.
Comfortable with extensive computer use, navigating multiple applications while engaging in conversations with patients or clinical office staff.