Patient Navigator - Patient Call Center

Job Duties

• Completes all appointment scheduling, cancellation, and confirmation requests within scheduling guidelines to provide the first available appointment in conjunction with patient preferences for time, date, and location and documents interactions in the customer relationship management system.
• Accurately completes basic registration, demographic and insurance information, avoiding duplicate accounts, to ensure timely and accurate payment for services while scheduling appointments.
• Schedules patient appointments system-wide for providers, including specialty and ancillary services, providing proper prep instructions for ancillary and diagnostic procedures and tests using physician specific and department guidelines.
• Appropriately addresses patients’ emergency/urgent needs utilizing and adhering to the company’s Telephone Receptionist Emergency/Suicide Protocol.
• Processes messages from sources including voice, live chats, patient portals, and texts related to patient and physician requests such as appointments, referrals, prescriptions, and complaints ensuring that all information contained in the message is accurate.
• Affords assistance with training initiatives for new hires and completes daily work assignments to contribute to contact center metrics and performance expectations, including providing one-call resolution.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs other related duties as assigned.

Requirements

• Education Required – High school diploma or equivalent
• Work Experience Preferred – Associate degree in related field
• One year of experience in healthcare, customer service, or related field

Qualifications

• Knowledge of medical terminology