Patient Communications Representative

Conifer Health Solutions•Mountain Park, GA

About The Position

The Patient Communications Representative assists patients with scheduling, inquiries, and related matters while providing internal customer service by ensuring calls are managed appropriately. The role supports a positive patient experience through courteous and accurate phone interactions, effective appointment scheduling and call routing, timely follow-up, and appropriate handling of patient information. The representative uses the practice management system to register patients and document information, communicates patient-related issues to management, and supports the clinic team and its operating procedures.

Requirements

High school diploma or equivalent.
Follow the assigned work schedule and hours.

Nice To Haves

Prior call center experience.
One year of experience in patient registration or related areas in a medical group practice.
Two years of experience in a healthcare setting.

Responsibilities

Provide a positive patient experience through customer-service skills and professional interactions with patients over the phone, while minimizing errors.
Schedule patients at Marietta Eye Clinic locations in accordance with departmental guidelines and expectations.
Accurately schedule, reschedule, cancel, and confirm appointments.
Route incoming calls appropriately with minimal errors.
Provide accurate information about appointment scheduling, cancellations, rescheduling, and confirmations.
Follow up with patients promptly regarding inquiries, referrals, and voicemail messages, according to departmental guidelines.
Monitor the appointment queue and prioritize tasks to support scheduling goals.
Educate patients accurately about secure patient portal services and policies.
Maintain a sincere, enthusiastic, and courteous manner over the phone.
Maintain patient confidentiality.
Handle team conflict professionally in accordance with company policies and procedures.
Communicate patient-related problems to management within a reasonable amount of time.
Document messages and create tasks for Triage/Technician-On-Call when needed.
Contact a physician or technician to obtain approval for work-in or schedule-override appointments as needed.
Enter patient demographics and insurance information into the practice management system, including name, address, insurance, email, telephone numbers, and primary and referring physicians.
Advise patients of special instructions and directions to the clinic.
Use the current practice management system for registration, check out, medical record requests, insurance matrix utilization, chart note documentation, and TOC documentation.
Maintain a clean and uncluttered reception and front office area.
Follow office policies outlined in the Employee Handbook.
Review emails daily and adjust protocols as directed through email and other electronic communications.
Follow the assigned work schedule and hours.
Participate in staff development through morning huddles, staff meetings, continuing education courses, assisting team members, evaluations, and constructive daily problem-solving and conflict resolution.
Perform other related duties as assigned.