Call Center Representative Lead

Overview

Are you a results-driven leader ready to make a meaningful impact to patients, caregivers, and your community? At Tenet Physician Resources, were seeking an innovative and experienced healthcare leader to drive excellence and inspire our team towards exceptional patient outcomes and operational success.

At Tenet Physician Resources, we understand that our greatest asset is our dedicated team of professionals. That’s why we offer more than a job – we provide a comprehensive benefit package that prioritizes your health, professional development, and work-life balance. The available plans and programs include:

• Medical, dental, vision, and life insurance
• 401(k) retirement savings plan with employer match
• Generous paid time off
• Career development and continuing education opportunities
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, auto & home insurance

Note: Eligibility for benefits may vary by location and is determined by employment status

Job Summary

The Lead Call Center Rep supports practices and offices within the respective market. The Lead supports the operations of the call center and serves as a front-line contact and troubleshooter for issues within the call center. The lead Rep must be able to work efficiently in a fast-paced environment, have the ability to communicate clearly and professionally with patients. The Rep handles triages, routes all incoming calls and emails, schedules patients according to the physician’s schedule and template. Understand the patients’ issues and conveys messages documented within the patient’s account to the patients. Updates, collects, and verifies patient demographic information, registers patients, updating and educating patients on current practice policies and changes to the organization as instructed by management.

Responsibilities

• Maintains a working knowledge of the Physicians’ specialties, schedules, and locations. 
• Serve as the first point of contact for troubleshooting or other issues within the call center
• Schedules patients with the appropriate doctor.
• Registration: Obtains and confirms patient demographics, insurance, and updates the patients accounts as needed.
• Understands and has a basic knowledge on insurance, benefits and share of cost.
• Understands and has a basic knowledge of all different insurance lines of services: HMO, PPO, Commercial, Medicare HMO, Medicaid HMO, etc.
• Reactivates patients by conducting re-calls for no shows & cancelled appointments, returns missed calls, responds to patient inquiries with real-time responses (text messages, emails, calls may vary between practices) based on practice protocol.
• Documents accounts appropriately and accurately.
• Directs patient to our website to complete registration forms and/or emails documents as needed.
• Answers non-medical questions and gives routine non-medical instructions. On occasion, when properly trained, will answer some clinical questions. Understands and abides by all HIPAA policies and procedures. Performs other duties as requested or assigned

Qualifications

Education

Required: High school diploma or equivalent
Preferred: Some college or training in the healthcare field. 

Experience

Required: At least 2 – 3 years of healthcare administrative/receptionist experience with at least 1 year of experience as a phone receptionist in a healthcare setting

Preferred: 2 plus years of experience in a lead role within healthcare administrative field is highly desired

Knowledge & Skills

Must be competent in the use of basic office equipment including computer, printer, telephone, excel, word, EHR / EMR, patient portal and fax.

Knowledge and understanding of basic insurance

Demonstrated ability to communicate effectively and remain poised and professional when interacting with potentially hostile patients and family members. 

Must possess excellent communication, clerical and organizational skills. 

Tenet Healthcare/TPR complies with federal, state, and/or local laws regarding mandatory vaccination of its workforce. If you are offered this position and must be vaccinated under any applicable law, you will be required to show proof of full vaccination or obtain an approval of a religious or medical exemption prior to your start date. If you receive an exemption from the vaccination requirement, you will be required to submit to regular testing in accordance with the law. 

Organization Description

In affiliation with California Practice Staff, First California Physician Partners and Desert Care Network are comprised of several hospitals, as well as primary and specialty care practices. We offer modern, comfortable facilities equipped with some of the most advanced diagnostic and treatment technologies. Our experienced network of providers is committed to providing patients with quality, compassionate care. Teamwork and a strong focus on our patients needs are at the core of everything we do.

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Tenet participates in the E-Verify program. Follow the link below for additional information.
E-Verify: http://www.uscis.gov/e-verify
The employment practices of Tenet Healthcare and its companies comply with all applicable laws and regulations.

Employment practices will not be influenced or affected by an applicant’s or employee’s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.