Office Assistant Call Center RMG - Ortho & Sports Med

Overview

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.

What You Will Do

• Answering the telephone, scheduling appointments, performing a thorough patient registration and reconciliation within the patient registration software.
• Properly entering patient demographics, performing insurance eligibility, properly transcribing and routing phone messages and initiating medication refill requests.
• Assists other employees as needed.
• Uses good telephone techniques including 4 part greeting and 2 rings or less guideline. Observes transfer and on-hold techniques. Monitors the queue.
• Manages patient expectations with clear and concise communication. Collects all needed information and routes to appropriate parties.
• Able to screens calls and make decisions concerning severity of complaint and schedule and/or transfer call following established guidance guidelines.
• Reviews and updates demographics with each call. Verifies My Chart status and activates when appropriate. Follows proper protocol for interpreter service requests. Reminds patient of co-pays due at time of scheduling.
• Uses appropriate visit types when scheduling appointments. Routes appropriate messages to the correct pool. Initiates medication refill requests.
• Recommends to office manager any process improvements needed to improve quality of service. Reports compliance, insurance, and billing anomalies as they are recognized.

Qualifications

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