Telehealth Representative - Front Office Receptionist

Accelerated Urgent Care•Bakersfield, CA

2h•Hybrid

About The Position

The Telehealth Representative - Medical Assistant (hybrid) schedules and interacts with patients by telephone and gathers information in preparation for Telehealth appointments. The role supports a friendly, compassionate, and efficient environment for patients and providers, and performs duties related to patient assessment, treatment, reevaluation, and discharge. Responsibilities also include taking patient vitals, charting procedures and provider orders, and helping manage patient flow. The position requires face-to-face conversations with patients and staff and is performed in a medical office setting. The employee must be able to lift 25 pounds, sit for long periods, and use computer systems and a keyboard with manual dexterity.

Requirements

Prior call center experience in a medical office.
Experience with electronic scheduling systems and electronic medical records (EMR).
Medical Assistant Diploma from an accredited school or program.
High school diploma or GED.
At least 1 year of relevant experience and/or training, or an equivalent combination of education and experience in a medical receptionist/customer service role.
Knowledge of multi-line phone systems.
Proficiency with computers, relevant software applications, and practice management technology, including electronic recordkeeping.
Knowledge of customer service principles and practices.
Demonstrated initiative and strong organizational skills.
Exceptional interpersonal communication skills, with a positive tone and welcoming body language.
Ability to work independently on assigned tasks and accept direction on assignments.
Ability to handle confidential information and issues with discretion and judgment.

Responsibilities

Ask questions to collect the patient's background story and leave notes for providers.
Review the health summary with the patient and ensure the information is accurate.
Greet patients by telephone.
Handle incoming patient calls, make appointments, and answer general questions and inquiries.
Use computer systems to access existing patient information or set up new patients in the scheduling tool.
Maintain registration flow by efficiently moving patients through the process.
Answer patient questions and provide information.
Verify records after calls and patient-information entry, and add any necessary notes.
Explain current fees and patient financial responsibility, including payment required for existing balances due at or before the next appointment.
Schedule appointments according to predetermined availability to ensure efficient patient flow.
Safeguard medical records and maintain patient confidentiality.
Follow up with patients who miss appointments and may call patients to ask about their satisfaction with the service.
Maintain the general filing system and file correspondence electronically or manually.
Respond to calls efficiently without prioritizing speed over service quality.
Perform other general administrative tasks as directed by the team lead.
Take patient vitals, chart procedures and provider orders, and assist in managing patient flow.