Call Center Specialist

About the role

Answers phone calls and schedules patient care activities. Facilitates the flow of information between physicians, patients, and clinical areas. Obtains and verifies appropriate personal, demographic, and financial information to ensure quality patient care through proper patient identification and maximum reimbursements for all billable clinical services rendered.

Responsibilities

• Answers incoming telephone calls, schedules appointments, and directs incoming call questions appropriately through a warm transfer or EPIC electronic medical record (EMR) messaging functionality to the appropriate staff.
• Performs phone system/answering service functions.
• Responds to patients, prospective patients, legal guardians, and POA in a courteous, friendly manner.
• Manages daily patient and physician scheduling.
• Schedules all patient visits to optimize patient satisfaction, provider template utilization, and treatment room utilization.
• Obtains, records, and updates personal and financial patient information per Medicare, State, and Federal guidelines; stays abreast of current insurance rules and policies.
• Manages various work queues in EPIC EMR as needed.
• Verifies referrals and performs pre-certifications as appropriate.
• Types, mails, and faxes correspondence as needed, including patient letters and new patient paperwork.
• Prepares patient material/handouts as needed.
• Orders office supplies and maintains a clean area.
• All other duties as assigned.

Qualifications

Education: High School Diploma or equivalent

Years of Experience: One to three years' customer service experience required. Medical office experience and 1-year prior scheduling experience preferred.

Skills

• Copier, fax, telephone system, postage equipment, and computer skills (Microsoft Outlook, Word, and Excel) required.
• Ability to multi-task and maintain confidentiality.
• Strong verbal and social skills to facilitate working respectfully with patients, physicians, and co-workers in person or by telephone.
• Excellent customer service skills.
• Excellent computer skills to utilize Electronic Medical Records systems, find and print records, scan new records into the system, and use the Practice Management System to check patient history, enter registration data, and scan insurance cards or other identification.
• Knowledge of health insurance coverage and requirements.
• Basic math skills.
• Analytical skills required to make decisions based on the facility and clinical situation at hand.
• Knowledge of and compliance with HIPAA privacy requirements.