Patient Call Center Specialist

Duties and Responsibilities

• Evaluates patient needs to determine appropriate site and provider of care.
• Uses appropriate documentation based on type of call.
• Registers patients by gathering demographic information and verifying existing data.
• Mails appointment reminders, information packets, and office materials.
• Distributes incoming faxes to appropriate recipients.
• Manages requests and inquiries from referring providers via phone, email, in-baskets, or faxes.
• Prioritizes calls to ensure high caller satisfaction.
• Handles complaints and inquiries by obtaining and evaluating relevant data and resolving concerns promptly.
• Collaborates with schedulers to manage waitlists and coordinate changes, postponements, and cancellations.
• Completes prescription refills as per practice protocol.
• Verifies and confirms appointments as needed.
• Indicates the need for an interpreter if necessary.
• Stays informed about the practice's participation with medical healthcare insurances and their requirements.
• Projects professionalism in verbal and non-verbal communication.
• Aids in identifying training needs and provides guidance to less experienced team members.
• Sends notifications to Chart Prep upon scheduling new patients.

Required License/Experience/Skills

• Previous experience in a medical setting.
• Strong oral and written communication skills for interactions with physicians, patients, fellow employees, and third-party insurance company representatives.