UNIV - Patient Service Representative, Call Center - College of Dental Medicine

Medical University of South Carolina•Charleston, SC

11d

About The Position

Under general supervision, this position serves as the initial point of contact for individuals and referring physicians seeking access and referral information for medical care at the College of Dental Medicine. This position facilitates the referral process for all of CDM and schedules appointments for multiple clinics in a call center environment utilizing an automated scheduling system. This role triages patient calls according to established algorithms, answers questions, resolves issues and refers to the appropriate clinical team for clinical issues as needed. This position performs quality data collection of accurate information including demographic, insurance, employment, next of kin, emergency contacts and other miscellaneous information needs.

Requirements

A high school diploma and two years work experience that is directly related to the area of employment.
A bachelor's degree may be substituted for the related work experience.
Some positions require a valid driver's license and good driving record; or correctable vision of 20/40 in both eyes, with or without conventional lenses, and physical qualifications in accordance with Federal Motor Carrier Safety Regulations, Section 391.41; or AAVMA certification.
Some positions require eligibility for bonding.

Responsibilities

Answering incoming phone calls and electronic messages from patients, physicians, clinic personnel, and others.
Collecting accurate caller information for registration purposes, ensuring that any issues are resolved in a timely and accurate manner.
Documenting outcomes from interactions in the electronic medical record.
Using application systems such as Epic and AVAYA to answer incoming calls and input patient information.
Efficiently inputting incoming referrals and their associated records into Epic.
Accurately entering demographic and insurance information for both the patient and referring provider.
Adding new providers to the system as necessary.
Uploading accompanying images into Xelis.
Scanning medical record information from outside providers into Solarity.
Scheduling initial consultations and/or new patient visits at the referred clinic.
Engaging with callers professionally, positively, and attentively.
Addressing and resolving issues or concerns raised by callers, escalating to the Contact Center Supervisor when necessary.
Providing undivided attention to customers and ensuring clear communication.