Live Answer Representative

Primary Job Responsibilities/Tasks

• Serves as the first point of response to delivery system access and billing related telephone calls and messages.
• Ensures resolution of each patient’s concerns by directly addressing the issues or, if needed, escalating the issue to a point of resolution.
• Ensures all calls are handled efficiently and in a timely manner.
• Takes requests for refills, labs and test results. Sends them to the appropriate team.
• Schedules patients appropriately, with the correct physician and with the correct visit type.
• Ability to assess a phone call to determine if triage needs to handle call.
• Greets and assists patients, visitors and guests over the phone. Acts with a sense of urgency when dealing with patients and workflow.
• Verifies all patient’s demographic information ensuring that all personal information is correct. Verifies and enters patient’s insurance information into our system accurately and verifies that we are in network with carrier.
• Collections patient copays, deductible and/or balances in a professional manner. Answer basic patient billing questions and/or directs to billing office.
• Maintains registration accuracy by resolving registration errors.
• Communicates in a professional manner, appropriate for the healthcare setting.
• Completes full registration process.
• Makes outbound telephone calls as assigned and appropriately directs callers.
• Monitors and resolves registration errors.
• Acts and communicates in a professional manner, appropriate for the healthcare setting.
• Verifies patient’s information.

Requirements

• Educational requirement: High school diploma; some college preferred.
• Experience requirement: Minimum of one-year medical office or healthcare facility experience preferred. E.H.R. and Scheduling experience preferred. Experience serving customers in person and on the phone.

Physical Requirements

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.
• Must be able to speak and articulate clearly.