CARE CENTER AGENT

Specific Job Responsibilities (Essential Functions)

• Schedules appointments for patients by phone when they call in following medical practice scheduling protocols.
• Utilizes time management and customer service skills to facilitate phone calls with patient, staff, and others.
• Communicates calmly and clearly with patients about appointments in all circumstances.
• Maintains scheduling system to ensure records are accurate and complete and can be used to analyze patient/staffing patterns.
• Confirms that updates (i.e., cancellations or additions) are input into the master schedule promptly.
• Stays up to date with system services to facilitate efficient and timely patient access.
• Obtains referrals, authorizations, and demographic information for patients.
• Verifies insurance information to maximize reimbursement with all third party payers.
• Communicates as needed with supervisor about any patient concerns/issues related to scheduling and/or system problems.
• Analyzes situation and responds appropriately including when to elevate call to a clinical agent and/or supervisor.

Physical Requirements

• Standing - Remaining on one's feet in an upright position remaining stationary - CONSTANT
• Sitting* - Body remains in a seated position - CONSTANT
• Bending - To flex the upper body forward - N/A
• Climbing - To move the body in any direction on equipment or structures that do not include stairs or ladders - N/A
• Reaching Horizontal* - To extend the arms and hands outward, remaining under shoulder height - CONSTANT
• Reaching Overhead - To extend the arms and hands up and out over shoulder height - OCCASIONAL
• Grasping* - Using functional gripping of the hand to handle an object - CONSTANT
• Finger Manipulation* - To manipulate objects with the use of fingers - CONSTANT
• Seeing* - Using visual feedback to accomplish a task or activity - CONSTANT
• Hearing* - Using sound feedback to accomplish a task or activity - CONSTANT
• Repetitive Upper Extremity Use* - Using the arms and/or hands continuously or more than 2/3 of the total time - CONSTANT
• Repetitive Lower Extremity Use - Using the legs and/or feet continuously or more than 2/3 of the total time - N/A
• Lifting - Floor to Waist - N/A
• Lifting - Waist to shoulder - N/A
• Lifting - Shoulder to overhead - N/A
• Carrying - To transport an object or article using the arms or hands (> 10 feet) - N/A
• Pushing - To exert a force upon an object in order to move it in a certain direction Pushing refers to moving an object away from the person - N/A
• Pulling - To exert a force upon an object in order to move it in a certain direction Pulling refers to moving an object towards the person - N/A