Call Center Representative, Full Time - Silver Spring

Department 10002 Contact Center • Silver Spring, MD 20904 • On-site

About the role

Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Responsible for obtaining and validating patient information from various sources and ensuring information entered into the computer management system is accurate. Promote a customer service environment.

Responsibilities

Registration and Scheduling Services

• Provide client support to parent/guardian via phone for online registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department.
• Inform patient/parent of any departmental scheduling guidelines associated with appointment.
• Reschedule all appointments related to clinic maintenance cancellation.
• Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment.
• Discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.
• Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed.
• Notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively.
• Anticipate customer service needs to "prevent fires."
• Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.

Verifying Insurance/Authorization and Process Improvement

• Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY, Mamsi-online, UHC and by calling insurance.
• Obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in Account Notes and fields.
• Collect and verify demographic, PCP/referring physician and insurance information.
• Make recommendations for internal process improvements.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance.
• Continuously validate and verify information needed for decision making or documentation.
• Stop in the face of uncertainty and take time to resolve the situation.
• Demonstrate accurate, clear and timely verbal and written communication.
• Actively promote safety for patients, families, visitors and co-workers.
• Attend carefully to important details — practicing Stop, Think, Act and Review in order to self-check behavior and performance.

Requirements

• High School Diploma or GED (Required)
• 1 year experience performing patient registration and scheduling, medical insurance screening and verification (Required)

Skills

• Proficiency with insurance verification systems: EVS, ENVOY, Mamsi-online, UHC
• Strong customer service and communication skills (verbal and written)
• Ability to multitask, prioritize, and resolve problems effectively
• Attention to detail and accuracy in data entry and documentation
• Knowledge of medical insurance screening, authorization, and referral processes
• Commitment to safety practices and continuous process improvement

Pay

Hourly range: $18.40 – $27.49. The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate will be based on a variety of factors including current market conditions, organizational needs, and the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. This base salary range does not include the comprehensive benefits package or any additional compensation for which this position may be eligible.

Schedule

• Variable shifts from 8:00 AM to 5:30 PM, Monday to Friday
• One late shift per week from 11:30 AM to 8:00 PM
• Saturday shifts from 8:00 AM to 4:30 PM