Remote
General Summary
Performs a variety of support functions including, but not limited to, general phone management and call intake, urgent symptom routing, customer interviews, scheduling, registration and insurance record management.
Shift
Part-Time, Monday - Friday 8a-12p
Duties and Responsibilities
Essential Functions:
- Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
- Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
- Identify customers' needs, clarify information, research issues and provide solutions and/or alternatives
- Effectively relay medical information to the clinical team to aid them in providing exceptional patient care (verbally or via the patient's Electronic Health Record as appropriate)
- Maintain accurate and comprehensible documentation of caller's needs in the patient's EHR
- Communicate with ancillary areas (pharmacy, lab, imaging, etc.) to provide information for the patient/practice
- Build sustainable relationships and engage customers by going the extra mile
- Schedule patient appointments within established parameters
- Collect accurate financial and demographic information for registration when necessary
- Pages providers as needed for consults
- Meet department/team qualitative and quantitative targets
- Possess strong computer skills and the ability to maneuver multiple resources
- Utilize communication "scripts" when handling specific topics
- Comply with all HIPAA rules and regulations; obtain 2 patient identifiers with each interaction
Common Expectations:
- Maintains established policies and procedures, objectives, quality assessment and safety standards.
- Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation
- Establishes and maintains files and records on an ongoing basis.
Qualifications
Minimum Education:
- High School Diploma or GED Required
Work Experience:
- Less than 1 year Relevant experience. Required
- Customer service, medical office and/or call center support experience. Preferred
Courses and Training:
- Medical terminology. within 180 days Required
Knowledge, Skills, and Abilities:
- Strong phone and verbal communication skills.
- Actively listen and speak in a professional manner.
- Customer focus and adaptability to various personality types and call scenarios.
- Ability to manage time effectively.
Benefits Offered:
- Comprehensive health benefits
- Flexible spending and health savings accounts
- Retirement savings plan
- Paid time off (PTO)
- Short-term disability
- Education assistance
- Financial education and support, including DailyPay
- Wellness and Wellbeing programs
- Caregiver support via Wellthy
- Childcare referral service via Wellthy
