CARE CENTER AGENT

About the role

The Care Center Agent acts as the first point of contact for patients to meet their needs for information, support, and assistance by phone. The role involves scheduling office appointments, obtaining accurate demographic and insurance information, and may include data reporting, referrals, and authorizations.

Responsibilities

• Schedules appointments for patients by phone following medical practice scheduling protocols.
• Utilizes time management and customer service skills to facilitate phone calls with patients, staff, and others.
• Communicates calmly and clearly with patients about appointments in all circumstances.
• Maintains the scheduling system to ensure records are accurate, complete, and usable for analyzing patient/staffing patterns.
• Confirms updates (e.g., cancellations or additions) are promptly input into the master schedule.
• 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 with supervisors about patient concerns or system problems as needed.
• Analyzes situations and responds appropriately, including escalating calls to a clinical agent or supervisor when necessary.
• Performs other duties as assigned.

Requirements

• High School Diploma or equivalent (minimum).
• Proven basic computer skills and ability to type 35 words per minute (minimum).
• Preferred: Medical terminology knowledge.
• Preferred: One year of experience in a switchboard, medical practice, or call center.

Physical Requirements

The following definitions apply to frequency terms used below:

• Occasional: 0-1/3 of the day, 0-2.5 hrs/day, 1-4 reps/hr
• Frequent: 1/3-2/3 of the day, 2.5-5.5 hrs/day, 5-24 reps/hr
• Constant: > 2/3 of the day, > 5.5 hrs/day, > 24 reps/hr

Non-Material Handling

• Standing: N/A
• Walking: Occasional
• Sitting*: Constant
• Stooping: N/A
• Bending: N/A
• Twisting*: Occasional
• Climbing: N/A
• Ladders: N/A
• Stairs: N/A
• Kneeling: N/A
• Squatting: N/A
• Crouching: N/A
• Crawling: N/A
• Reaching Horizontal*: Constant
• Reaching Overhead: Occasional
• Grasping*: Constant
• Finger Manipulation*: Constant
• Seeing*: Constant
• Hearing*: Constant
• Repetitive Upper Extremity Use*: Constant
• Repetitive Lower Extremity Use: N/A

Material Handling

• Pushing: N/A
• Pulling: N/A
• Lift - Floor to Waist: N/A
• Lift - Waist to Shoulder: N/A
• Lift - Shoulder to Overhead: N/A
• Carrying (> 10 feet): N/A

Environmental Factors

• Working alone: Occasional
• Constant interruptions: Frequent
• Exposure to solvents, grease, oils: Constant
• Exposure to radiant energy (e.g., computer terminal for > 4 hours per shift)*: Constant
• Working in cramped quarters: N/A
• Working with hands in water: N/A
• Use of power tools: N/A
• Working on ladders/scaffolding: N/A
• Exposure to vibration: N/A
• Exposure to dust: N/A
• Exposure to noise (constant): N/A
• Exposure to electrical energy (e.g., outlets): N/A
• Exposure to temperature changes (heat, cold, humidity) requiring special clothing: N/A
• Exposure to slippery walking surfaces: N/A
• Working with bloodborne pathogens: N/A

Cardiovascular Energy Requirements

• Sedentary to Light*: Constant (e.g., light house cleaning, washing dishes, serving food, food shopping, sitting, standing, computer work)
• Medium: N/A (e.g., mopping, scrubbing, health club exercising, treadmill work, stretching, yoga)
• Heavy to Very Heavy: N/A (e.g., calisthenics, carrying groceries upstairs, shoveling coal, fire fighting)

*Indicates an essential function of the role.