Office Assistant Call Center RMG

About the role

The office assistant in the RMG Call Center works under the direct supervision of the supervisor/director. Primary responsibilities include providing exceptional customer service while multitasking.

Responsibilities

• Answering the telephone
• Scheduling appointments
• Performing thorough patient registration and reconciliation in the patient registration software
• Properly entering patient demographics
• Performing insurance eligibility
• Properly transcribing and routing phone messages
• Initiating medication refill requests
• Assisting other employees as needed
• Identifying, correcting, and reporting compliance, insurance, and billing anomalies
• Using good telephone techniques (4-part greeting, 2 rings or less guideline)
• Observing transfer and on-hold techniques
• Monitoring the queue
• Managing patient expectations with clear and concise communication
• Collecting all needed information and routing to appropriate parties
• Screening calls and making decisions on complaint severity, scheduling, and/or transferring per guidelines
• Reviewing and updating demographics with each call
• Verifying My Chart status and activating when appropriate
• Following proper protocol for interpreter service requests
• Reminding patients of co-pays due at time of scheduling
• Using appropriate visit types when scheduling appointments
• Routing messages to the correct pool
• Recommending process improvements to the office manager to improve service quality

Qualifications

• Education: High school or equivalent (Preferred)
• Experience: Medical Office experience (Preferred)

Pay

Hiring range: $17.50 – $22.75 per hour. Actual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs.