Customer Service Call Center Representative

About Sound:

Headquartered in Tacoma, WA, Sound Physicians is a physician-founded and led, national, multi-specialty medical group made up of more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, and with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape — with patients at the center of the universe.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

• Medical insurance, Dental insurance, and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Paid time off (PTO) begins accruing immediately upon start date at a rate of 15 days per year, in accordance with Sound's PTO policy
• Ten company-paid holidays per year  

About the role:

The Customer Service Call Center Representative, under the supervision of the Program Manager, is responsible for office functions including telephone activities, patient appointment scheduling, patient registration, computer data entry, and maintaining patient records systems in a manner that promotes quality patient service. Provides excellent customer service to patients.

The Details:

In this role, you will be responsible for:

• Answering incoming calls and placing outbound calls as required
• Scheduling patient appointments
• Taking messages: pulling charts and routing to appropriate team member
• Paging calls to physicians when necessary
• Coordinating with patients to schedule procedures and tests at appropriate facilities
• Ensuring patient charts contain completed orders and all appropriate test results are available
• Ensuring patient messages are addressed by the end of each day
• Preparing patient charts for upcoming appointments
• Ordering required new/old chest radiology films or disks
• Confirming appointments with patients a week in advance
• Verifying insurance and obtaining referrals if needed
• Printing demographic update sheet on all scheduled patients
• Verifying patient information is up to date
• Coordinating with patients to schedule procedures and tests at appropriate facilities
• Forwarding pre-certification requests to Medical Assistant
• Entering data for Daily Batch
• Balancing and sending daily charges to Billing Department
• Printing superbills each day
• Printing and working no-show and cancellations list weekly
• Initiating correspondence to outside physicians regarding no-shows and cancellations
• Sorting and distributing faxes and mail as needed
• Other duties as assigned

What we are looking for:

A successful candidate will have a demonstrated track record of a combination of these values, knowledge, and experience:

Values:

• Self-Motivated: Proactively jumps in to start a task or project with limited direction; asks to take on more responsibility and what is next
• Communication: The ability to speak, write, and listen clearly and consistently
• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound
• Teamwork: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
• Critical Thinking: Demonstrates the ability to be proactive, anticipate needs; ability to make good decisions with incomplete, ambiguous information
• Motivated: Demonstrates the ability to succeed and get things done at a high level of achievement
• Strategic Thinking: Demonstrates the ability to look at the big picture and proactively develop a plan of action
• Resourceful: Demonstrates proactive willingness to utilize available information and tools to figure things out

Knowledge:

• High school diploma, or equivalent
• Knowledge of medical practice and care
• Knowledge of examination, diagnostic procedures
• Must be able to effectively communicate with employees, physicians, patients and vendors in English via telephone, electronically, and person-to-person; listening and exchanging accurate information, responding to questions, and conveying information
• Ability to read and interpret documents such as safety rules, procedure manuals, and financial data. Ability to write routine reports and correspondence

Experience:

• 2 years’ experience in a call center environment
• Proficiency in the operation of a computer and other office equipment
• Ability to use good reasoning and judgment and react calmly in emergency situations
• Ability to establish and maintain effective working relationships with patients, co-workers and vendors

Sound Physicians is an Equal Employment Opportunity (EEO) employer and is committed to diversity, equity, and inclusion at the bedside and in our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by federal, state, or local laws.

This job description reflects the present requirements of the position.  As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.