Contact Center Representative

About the Role

As a Contact Center Representative (Patient Experience Navigator) at MedQuest Imaging, you will be responsible for scheduling procedures, registration activities, and gathering and processing patient demographic and insurance information.

Responsibilities

• Handle inbound and outbound phone calls.
• Assist customers with inquiries and issues, providing accurate information and solutions.
• Maintain detailed records of customer interactions.
• Meet performance targets.
• Coordinate with insurance verification and pre-certification to assist patients with insurance questions.
• Work with center staff to coordinate STAT add-on exams.
• Maintain scheduling knowledge and requirements for procedures.
• Seek guidance from supervisor and teammates when uncertain of procedure.
• Solicit feedback from supervisor/manager to assess quality and effectiveness of work.
• Demonstrate commitment to continuous quality improvement through active participation and ongoing dialogue with supervisor/manager.
• Organize and manage time effectively to optimize productivity.
• Meet departmental scheduling and quality goals in accordance with policy and procedures.
• Possess the ability to accept change positively and implement change with positive results.
• Maintain composure in difficult situations.
• Use best judgement to resolve patient problems or refer issues to department supervisor/manager.
• Answer phone calls from outside clinicians requesting information.
• Take requests from referring physicians scheduling procedures.
• All other duties as assigned.

Requirements

• High School Diploma or GED.
• 1 year of experience in a related field.
• Ability to understand basic medical terminology.
• Excellent interpersonal and communication skills, with experience in customer relations in a professional environment.
• Ability to organize and prioritize work in a stressful environment.
• Ability to work effectively as a team member and be self-directed.
• Good problem-solving skills.
• Exemplary keyboarding skills and experience in patient registration systems.
• Familiarity with personal computers.
• Basic knowledge of hospital-performed procedures.

Work Setting

This is a remote, work-from-home position. A secure private work location and access to high-speed internet are required.

Schedule

• Training (4 weeks): Monday – Friday, 8:00 AM – 5:00 PM.
• After Training: Monday – Friday, 8:30 AM – 5:30 PM with a 1-hour lunch or 9:00 AM – 5:30 PM with a half-hour lunch.

Pay

$18.50–$19.75 per hour, depending on previous experience.

Benefits

• Competitive salary package.
• Health, Dental, and Vision insurance.
• Health Savings Account.
• Life insurance.
• Short/Long term disability insurance.
• 401(k) retirement plan.

About MedQuest Imaging

A career at MedQuest Imaging offers opportunities for advancement, dedicated peer support, and continuing education. Our company is committed to providing a positive work environment. Patients, referring physicians, and healthcare systems rely on MedQuest, and we’re growing to meet demand. Roles include limited or no weekend work, competitive salaries and benefits, and hybrid/remote opportunities based on the position.