Call Center Representative - Remote

Position Highlights

• Quality of Life: Where career opportunities and quality of life converge
• Advancement: Strong orientation program, generous tuition allowance and career development
• Work/Life: Office Hours, Monday - Friday

What You Will Do

• Serves as a first point of contact for customers by phone, as well as a liaison between external customers and medical staff
• Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal quality patient care
• Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency
• Provides a high level of customer service to all internal and external customers

Essential Job Functions

• Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls according to established procedures to ensure optimal patient care; schedules appointments by protocol, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency
• Obtains necessary patient registration information, verifies patient insurance eligibility, prepares charts for visits in accordance with SPHPMA protocols and notifies clinical staff of patient's arrival, if applicable
• Answers telephone in accordance with SPHPMA telephone etiquette guidelines, taking and relaying messages in a timely manner
• Schedules and confirms patient appointments; obtains appropriate information, enters preliminary account data into computer and confirms appointments based on office protocols
• May collect payment(s) and ensures timely and accurate posting of payment
• Records messages for physician and staff accurately, with complete information required, and ensures that it is routed appropriately through Trinity Health SPHPMA Medical Group EMR system
• Assists patients with MyChart-related questions. Keeps current on updates, changes and FAQ's
• Accurately documents into SPHPMA systems
• Maintains familiarity with physician office, Billing Department and all extended care location basic services and hours of operation to respond to customer requests accurately and promptly
• Assists patients and facilities with questions related to referrals, authorizations and requisitions per established protocols
• Accurately completes patient forms

Qualifications

Essential Qualifications: High School Diploma or GED required. Course work in insurance/billing, medical practice education or seminars are all preferred.

Minimum Experience: Previous experience in a combination of patient services, medical reception, call/customer Call Center (medical environment) or other customer service environment.

Pay

Pay Range: $18.50-23.90. Pay is based on experience. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.