POSITION SUMMARY: Serves as integral part of the Front Office Team and assists Front Office Manager with operations of the Call Center.
- Responsible for scheduling and registering patients for multiple services
- Answers phone and deals with customer needs expeditiously.
- Answers, researches and resolves inbound calls.
- Documents and responds to all inquiries, whether through chat, Electronic Health Records or voice messages
- Reviews requests, ensures all necessary information is included; if unable to provide immediate response to caller, route request to appropriate person/department for response.
- Maintain an exclusive phone line for our concierge network providers
- Pull reports and follow up on patient inquiries through our advertising platforms
- Completes necessary paperwork and computer documentation.
- Maintains a thorough and current comprehension of general practice information to provide responses to inquiries.
- Ensure office policies, procedures, and protocols are followed as appropriate.
- Follow OSHA regulations and the safety guidelines of the Practice; Follows HIPAA policies and procedures.
- Relevant: 3 years (Required)
- Medical Call Center: 2 years (Required)
- Advanced customer service skills with at least three (3) years of experience
SKILLS AND ABILITIES
- Ability to exercise sound judgment, accurately take and record patient information, and assist with exams while coordinating other services.
- Knowledge of call center environment and productivity
- Able to answer high volume inbound calls
- Obtain accurate demographic and insurance data
- Ensure all data entered into our system is correct
- Adheres to scheduling templates and clinical guidelines
- Able to accurately instruct patient regarding testing protocols
- Effective communication with patient to register for patient portal
- Identifies opportunities to improve patient relations and shorten the time it takes to handle scheduling processes.
Call Center Representatives Excessive sitting, speaking and hands-on work with equipment in a small confined work area with heavy phone usage and significant public contact
Working conditions are usually pleasant with the primary work environment being conducted in air-conditioned, well lighted clinical setting interacting in-person with patients, physicians and clinicians, and/or in centralized scheduling and registration locations.