Call Center Specialist - General Surgery - MOB 242/308 - Full Time - Days

Responsibilities

• Answers incoming telephone calls and schedules appointments.
• Directs incoming call questions through warm transfers or EMR messaging to appropriate staff.
• Performs phone system and answering service functions.
• Responds courteously and professionally to patients, prospective patients, legal guardians, and power of attorney.
• Schedules patient visits to optimize satisfaction, provider utilization, and treatment room efficiency.
• Obtains, records, and updates patient information according to Medicare, state, and federal guidelines.
• Stays informed about current insurance rules and policies.
• Manages work queues in EPIC EMR as needed.
• Verifies referrals and performs pre-certifications as necessary.
• Types, mails, and faxes correspondence and prepares patient materials.
• Orders office supplies and maintains a clean workspace.

Qualifications

• High School Diploma or equivalent
• One to three years' experience in customer service
• Prior scheduling experience preferred
• Copier, fax, telephone system, postage equipment, and computer skills (Microsoft Outlook, Word, Excel) required
• Must be able to multi-task and maintain confidentiality
• Strong verbal and social skills to facilitate respectful interactions with patients, physicians, and colleagues
• Excellent customer service skills
• Basic math skills
• Analytical skills to make decisions based on facility and clinical situations
• Knowledge of and compliance with HIPAA privacy requirements