Call Center Representative - Part Time (20hrs), Silver Spring

Kids Are Our Everything.

Pay

$17.95 - $27.49 per hour

Responsibilities

• 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.
• Obtain and validate patient information from various sources to ensure accurate entry into the computer management system.
• Promote a customer service environment.
• Provide client support to parent/guardian via phone for:
  • Online registration help.
  • Scheduling, rescheduling, and/or canceling of appointments.
  • Informing patient/parent of any departmental scheduling guidelines associated with appointments.
  • Rescheduling 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.) and 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.
• 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.
• 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 of experience performing patient registration and scheduling, medical insurance screening, and verification (Required).