Under general supervision, follows established protocols to schedule patient appointments for specified practice groups and/or multiple locations in a busy call center. Performs new patient registration; updates registration and insurance information; responds to telephone inquiries from all callers/customers; follows established protocols for prescription request and/or messaging. Advocates on the caller/customer behalf to ensure their needs are met. Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing professional, efficient, effective customer relationship management
Essential Duties and Responsibilities
· Handle patient request over the phone for multiple Medical Offices while applying correct workflows and protocols
· Simultaneously collect information from patients and enter data into our electronic health record system (EPIC)
· Schedule appointments and procedures according to decision tree workflows
· Verify insurance eligibility and register, informing patients of their financial responsibility
· Promote key initiatives for Experience Center (i.e. online services, MyChart)
· Adhere to privacy (HIPPAA) guidelines when speaking to patients and families
· Route calls to correct administrative and clinical departments
· Support departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment
Minimum Qualifications
Education
High School Diploma or equivalent
Experience
One year of customer service experience (preferred)
Inbound call center experience (Preferred)
Healthcare experience (preferred)
Prior Scheduling (preferred)
Excellent communication skills both verbal and written
Must display strong listening skills
Must be able to multi-task
Ability to thoroughly triage patient request for appointments
Ability to schedule patients in accordance with guidelines and appointment protocols
Supervision Received
Supervision received from Experience Center Team Lead, Mangers, Director’s and quality assurance team
Supervision Exercised
None
Typical Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent mobility and/or sitting required for extended periods of time. Requires manual dexterity to operate computer keyboard, calculator, copier machine, and other equipment.
