Patient Communications Representative

Conifer Health Solutions•Marietta, GA

About The Position

The Patient Communications Representative assists patients with scheduling, inquiries, and related needs while providing internal customer service by managing calls appropriately. The role supports patients and clinic operations through accurate appointment scheduling, call routing, patient information management, and timely follow-up. The representative is expected to communicate courteously, protect patient confidentiality, follow clinic policies and procedures, and contribute to team development and problem solving.

Requirements

High school diploma or equivalent.
Follow assigned work schedule and hours.
Maintain patient confidentiality and adhere to office policies and procedures.

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 remarkable patient experience through positive phone interactions and minimal errors when working with patients.
Schedule patients at Marietta Eye Clinic locations in accordance with departmental guidelines and expectations.
Accurately schedule, reschedule, cancel, confirm, and classify appointments.
Route incoming calls effectively and provide accurate information about scheduling, cancellations, rescheduling, and confirmations.
Follow up with patients in a timely manner regarding inquiries, referrals, and voicemail messages.
Monitor the appointment queue and prioritize tasks to support scheduling goals.
Educate patients about secure patient portal services and policies.
Maintain a sincere, enthusiastic, and courteous manner over the phone and protect patient confidentiality.
Handle team conflict professionally and communicate patient-related problems to management within a reasonable time.
Document messages and create tasks for Triage/Technician-On-Call when needed.
Contact physicians or technicians to obtain approval for work-in or schedule-override appointments when needed.
Add patient demographics and insurance information to the practice management system, including patient contact details and primary and referring physician information.
Advise patients of special instructions and directions to the clinic.
Use the current practice management system for registration, checkout, medical-record requests, insurance matrix utilization, chart-note documentation, and TOC documentation.
Keep the reception and front-office area clean and uncluttered.
Follow office policies in the Employee Handbook and review daily emails and other electronic communications for protocol changes.
Follow the assigned work schedule and hours.
Participate in staff development, including morning huddles, staff meetings, continuing education, assisting team members, evaluations, and constructive daily problem solving and conflict resolution.
Perform other related duties as assigned; duties and responsibilities may be changed at management’s discretion.