Intake Representative I

About the role

Serves as a first point of contact for customers by phone, as well as a liaison between external customers and medical staff. Answers incoming calls, assesses the urgency of the call; appropriately triages and directs all calls according to established procedures to ensure optimal quality patient care. Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency. Provides a high level of customer service to all internal and external customers. Provides front line support to the Outpatient Psychiatry and Counseling Center through the performance of phone screenings, assigning prospective patients to therapists and physicians, and patient phone calls.

Responsibilities

• Serves as a first point of contact for customers by phone, as well as a liaison between external customers and medical staff.
• Answers incoming calls, assesses the urgency of the call; appropriately triages and directs all calls according to established procedures to ensure optimal quality patient care.
• Schedules patient appointments, communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
• Provides a high level of customer service to all internal and external customers.
• Provides front line support to the Outpatient Psychiatry and Counseling Center through the performance of phone screenings, assigning prospective patients to therapists and physicians, and patient phone calls.
• Schedules appointments by protocol; communicates and coordinates scheduling with clinical personnel to optimize patient care and efficiency.
• Answers telephone in accordance with IHA telephone etiquette guidelines, taking and relaying messages in a timely manner.
• Maintains familiarity with physician office, Billing Department and all extended care location basic services and hours of operation to respond to customer requests accurately and promptly.
• Supports other offices, attends meetings and training as assigned.

Requirements

• Previous experience in a combination of patient services, medical reception, call/customer service center (medical environment) or other customer service environment.
• Knowledge of virtual PPSC protocols, processes and procedures related to position responsibilities.
• Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.
• Proficient/knowledgeable in-patient care procedures and organizational policies related to position responsibilities.
• Service-oriented; responsive to customer needs and courteous in approach.
• Ability to monitor, organize and keep work area neat.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation.
• Ability to compute mathematical calculations.
• Sufficient knowledge of medical terminology, billing, insurance, referrals and authorizations to perform responsibilities.
• Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, patients, family members, vendors, outside customers and couriers.
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
• Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving or escalating difficult or complex issues to appropriate areas as needed.
• Ability to handle patient and organizational information in a confidential manner.
• Ability to travel to other office/practice sites and meeting and training locations.

Qualifications

• High School Diploma or GED.
• Credentials/Licenses: None.

Skills

• Knowledge of virtual PPSC protocols, processes and procedures related to position responsibilities.
• Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.
• Proficient/knowledgeable in-patient care procedures and organizational policies related to position responsibilities.
• Service-oriented; responsive to customer needs and courteous in approach.
• Ability to monitor, organize and keep work area neat.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation.
• Ability to compute mathematical calculations.
• Sufficient knowledge of medical terminology, billing, insurance, referrals and authorizations to perform responsibilities.
• Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, patients, family members, vendors, outside customers and couriers.
• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
• Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving or escalating difficult or complex issues to appropriate areas as needed.
• Ability to handle patient and organizational information in a confidential manner.
• Ability to travel to other office/practice sites and meeting and training locations.