Call Center & Insurance Verification Representative

Essential Functions

• Call Center Duties
• Answer incoming calls and route inquiries to the appropriate department or individual.
• Schedule, reschedule, and cancel patient appointments in accordance with PWHS scheduling guidelines.
• Manage appointment queues including follow-ups, callbacks, and rescheduling missed appointments.
• Provide patients with general information regarding appointments, PWHS services, and processes.
• Document call activity and scheduling updates accurately in the appropriate systems.
• Interact with callers in a pleasant, professional voice and provide superior customer service to both internal and external customers.
• Elevates issues to direct supervisor or their designee as appropriate.
• Communicate clearly, calmly, and accurately when documenting or relaying information received by phone or in person.
• Provide coverage and support for registrar functions as operational needs require to maintain patient flow and service continuity.
• Insurance Verification Duties
• Verify patient dental insurance coverage and benefits.
• Call patients to review the pre-auth and schedule them.
• Communicate with insurance companies to confirm eligibility, deductibles, and coverage details.
• Accurately document insurance information in patient records.
• Work closely with the front office team to ensure smooth patient scheduling and billing.

Qualifications

• High school diploma or GED equivalent.
• Minimum of one (1) year of experience in a healthcare call center, medical office, dental office, patient access, scheduling, or customer service role.
• Experience verifying insurance eligibility, benefits, and coverage information.
• Proficiency with electronic health records (EHR) and standard office software applications.
• Prior experience with dental insurance verification, prior authorizations, and patient scheduling systems preferred.
• Bilingual proficiency preferred.