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.

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