Receptionist

Regal Medical Group•Los Angeles, CA

17d•Onsite

About The Position

Under general supervision, answers phone calls, schedules appointments, takes detailed telephone messages and documents all patient communication in patient's chart. Receives incoming calls through phone queues involving multiple issues from Members and Health Plans. Maintains or exceeds quality and productivity standards of a minimum of 65 calls per day with matching documentation. Anticipates our customers/caller’s needs: Understanding the wants and needs of customers, listening for cues and identifying how to respond and determining what level of intervention they may need. Maintain patient confidentiality so that HIPAA compliance is observed at all times. Process member’s demographic updates. Ability to work independently in the resolution of telephonic issues. Comply with office safety, infection control, universal precaution and exposure policies. Maintain an awareness of changes in policies, procedures and protocol. Handles designated assignments and prioritize work in order to maintain workflow. Ensures written and verbal communication with all levels of staff, MDs and administration with accuracy and with good grammar. Displays professionalism, warm and pleasant phone personality, emphasizing tact, empathy, good judgment and patience. All other duties as directed by management.

Requirements

Minimum two (2) years of high volume call center experience.
High School Diploma or equivalent is required.
Ability to deal responsibly with matters of a confidential nature.
Ability to multi-task and meet deadlines in a high stress environment
Must have excellent communication skills, both verbal and written.
Ability to read, write and understand the English language.
Pleasant telephone manner as well as telephone etiquette.
Proficient in MS Office programs (i.e., Word, Excel, Outlook, Access and Power Point).
Knowledge of computers, faxes, printers and all other office equipment.
Self-starter, willing to take on multiple tasks.
Must be able to review and interpret health plan benefits and provider contracts.
Able to interface with customers both internal and external of RMG.
Typing 45 WPM with accuracy.
Ability to communicate effectively orally and written answering and resolving a minimum of 65 calls per day with matching documentation.
Strong organizational skills with emphasis on prioritizing and attention to details.

Responsibilities

Receives incoming calls through phone queues involving multiple issues from Members and Health Plans.
Maintains or exceeds quality and productivity standards of a minimum of 65 calls per day with matching documentation.
Anticipates our customers/caller’s needs: Understanding the wants and needs of customers, listening for cues and identifying how to respond and determining what level of intervention they may need.
Maintain patient confidentiality so that HIPAA compliance is observed at all times.
Process member’s demographic updates.
Ability to work independently in the resolution of telephonic issues.
Comply with office safety, infection control, universal precaution and exposure policies.
Maintain an awareness of changes in policies, procedures and protocol.
Handles designated assignments and prioritize work in order to maintain workflow.
Ensures written and verbal communication with all levels of staff, MDs and administration with accuracy and with good grammar.
Displays professionalism, warm and pleasant phone personality, emphasizing tact, empathy, good judgment and patience.
All other duties as directed by management.