The role involves professionally and enthusiastically answering incoming calls and electronic requests from patients, family members, and other external parties. Responsibilities include registering new patients, scheduling healthcare appointments, answering questions, handling complaints, troubleshooting problems, and providing information on behalf of the institution.
Essential Functions:
Ensure accurate, compliant, and timely registration of new patients to facilitate optimal service and financial reimbursement.
Identify and resolve discrepancies or missing information; accurately enter data into the electronic medical record system.
Verify insurance coverage or determine patient self-pay responsibility; provide cost information.
Schedule appointments based on patient needs and requests, adhering to system and clinic guidelines.
Communicate appointment details and any required preparation for testing, along with necessary paperwork and payment.
Write clerical and clinical messages from patients, family members, and healthcare professionals to administrative and provider staff.
Identify emergent patient situations based on caller information and coordinate immediate triage.
Calm upset callers by maintaining a composed and professional demeanor; identify and escalate priority issues for resolution.
Note: This job description outlines essential functions and is not an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required. Management retains the right to assign or reassign duties at any time. Competency in all essential duties, with or without reasonable accommodation, is required, along with a commitment to effective customer service delivery and teamwork.
Knowledge, Skills, and Abilities
Excellent interpersonal and communication skills (oral and written)
Strong data entry, numeric, typing, and computer navigational skills
Experience in a call center, customer service, and/or healthcare setting
Knowledge of customer service principles and practices
Familiarity with call center telephony and technology
Ability to quickly assess requests and respond accurately using electronic and paper resources
Comfortable working in a fast-paced, constantly changing, and stressful environment
Minimum Requirements
Must pass PSS or CCS training program and successfully complete a competency exam to maintain the position.
Experience Preference: Prior customer service experience is strongly preferred.