Call Center Specialist

Major Responsibilities

• Answer telephones, engage clinical staff for assistance, keep calls under 4 minutes, and handle an average of 100 calls per shift.
• Take complete messages.
• a. Use Call Process and text templates in EHR
  b. Use correct task titles for reason of call.
  c. Send tasks to correct bin.
  d. Include accurate call back information.
• Schedule appointments.
• a. Use templates correctly.
  b. Use appointment types and times correctly.
  c. Utilize all PCP sites for scheduling same-day appointments.
• Verify insurances.
• a. Ensure patients' insurance is active prior to scheduling appointments.
  b. Verify insurances 72-hours prior to scheduled appointments for all participating PCP sites.
  c. Have and maintain access to necessary verification sites.
  d. Maintain a thorough understanding of insurance processes and stay updated with changes.
  e. Call patients with insurance issues prior to appointment.
• Update patient demographics as appropriate in Allscripts.

Position Qualifications

• Required: High School Diploma or GED.
• Experience/Skills Required: Minimum of 1 year of receptionist experience, preferably in a healthcare setting. Basic computer knowledge.

Physical Demands And Environmental Conditions

• On-the-job time spent: Stand - 1/3 to 2/3, Walk - 1/3 to 2/3, Sit - 2/3, Talk or hear - 2/3, Use hands to finger, handle or feel - 2/3, Push/pull - 1/3, Stoop, kneel, crouch or crawl - 1/3, Reach with hands and arms - 1/3.
• This job requires lifting up to 10 pounds - 2/3, and pushing/pulling up to 25 pounds - 2/3.
• Exposure to: Infectious diseases - 1/3, Rotating shifts - 1/3, PPE when indicated - 1/3 to 2/3.

Qualifications

• High School Diploma or GED required.
• Minimum of 1 year of receptionist experience, preferably in a healthcare setting.
• Basic computer knowledge.
• An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.