JOB SUMMARY:
Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phone calls.
MAJOR DUTIES AND RESPONSIBILITIES:
Communication • Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services. • Answers calls in a timely manner to assist with maintaining a high level of quality service. • Provide patients with information on physicians, available services provided, and directions to all of our locations. • Answer patients or physicians questions pertaining to appointments and services provided. • Interviews callers to obtain full understanding of what information is being requested. • Responsible for satisfying the customer's scheduling needs and striving for first call resolution.
Compliance, Policy, and Procedure • Coordinate appointments for patients needing multiple types of healthcare services. • Properly registers patients by verifying and obtaining accurate patient information. • Ensures that established patients have updated contact and demographic information. • Complies with confidentiality policies, such as HIPAA, when contacting patients. • Maintain and update patient demographic and insurance pre-registration information in scheduling system.
Patient Focus • Provide high quality customer service on every call. • Display empathy and sensitivity to each patient's individual needs. • Always uses courtesy words and shows respect to each patient.
Workplace Computers and Equipment • Creates and responds to Emails, Flags and Phone notes in the Centricity database. • Inputs contact, demographic, and insurance information into Centricity database. • Updates appointment reminder statuses appropriately into the Centricity database.
Dependability and Reliability • Display time flexibility towards work shift per company needs.
Teamwork • Promote teamwork and call center success. • Work as a group to improve call center policies and procedures. • Always uses courtesy words and shows respect for each member of our team.
SKILLS AND ABILITIES:
• Ability to type 35 wpm preferred. • Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. • Requires ability to work with diverse people and deal effectively with angry and/or upset customers. • Knowledge of MS word, Excel, and MS Outlook preferred; EMR experience is a plus. • Bilingual - English and Spanish preferred.
EDUCATION AND/OR EXPERIENCE:
• High school degree or GED required, college degree preferred. • Required: A minimum of 2 years of customer service experience, medical office preferred. • Preferred: Previous call center experience.