Patient Call Representative

SCA Health•Mishawaka, IN

About The Position

The Patient Call Representative provides courteous and efficient support to patients by answering and screening incoming calls, scheduling, rescheduling, and cancelling appointments, and directing calls and messages to the appropriate department. The representative answers questions about appointments, testing, and scheduled procedures by phone, while protecting patient information in accordance with HIPAA confidentiality standards. The role contributes to the physicians’ office practice by following clinic protocols and procedures, supporting patient flow, and working with other departments to reduce patient waiting time. The representative receives calls from patients or designated caregivers, determines the nature and location of concerns, and prioritizes them according to established procedures. The role also directs patients to the online portal for registration and communicates clearly with other staff.

Requirements

High school diploma or equivalent.
Two years of experience in telephone operations, emphasizing appointment scheduling; experience in a health care setting is preferred.
Clear communication and excellent phone skills to establish and maintain cooperative relationships with patients, physicians, and staff.
Ability to comprehend and use a multi-line telephone system efficiently and effectively.
Ability to navigate and comprehend computer software systems in an office setting.
Maintain knowledge of clinic policies and procedures and medical terminology related to the job.
Ability to work with the software currently used in the contact center.

Nice To Haves

Experience in a health care setting.
Typing speed of 50 words per minute.

Responsibilities

Answer and screen incoming calls, and direct calls and messages to the appropriate department.
Schedule, reschedule, and cancel patient appointments while maintaining confidential patient records.
Answer patient questions by phone regarding appointments, testing, and scheduled procedures.
Comply with HIPAA confidentiality standards when accessing or communicating patient information.
Follow clinic protocols and procedures to contribute to the success of the physicians’ office practice.
Treat patients and their families courteously and helpfully, collaborating with other departments to support smooth patient flow and reduce waiting time.
Receive calls from patients or designated caregivers, determine the nature and location of concerns, and prioritize concerns according to established procedures.
Refer patients to the portal for online registration.
Communicate clearly and concisely, orally and in writing, with other staff.
Perform other duties as assigned.