Patient Service Coordinator- Call Center

About the role

This position serves as the front line of the organization to coordinate registration and initiate scheduling for new patient appointments. It involves verifying and updating patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling an appointment.

Responsibilities

• Answers telephone, takes accurate and detailed messages using professional and courteous customer service techniques.
• Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Completely and accurately transcribes call, referral and scheduling information.
• Completes and accurately enters information into the computer system.
• Coordinates patient scheduling and coordinates care.
• Ensures timely, efficient and high-quality service to patients, referring providers and other customers.

Requirements

• Experience customer service work experience, specifically in a contact/call center environment 0-1 year required.
• Experience in a medical office or health care setting, with Epic experience 0-1 year preferred.

Qualifications

• A High School Diploma or Equivalent required.

Skills and Abilities

• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
• Strong communication, interpersonal and team skills.
• Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
• Ability to exercise judgment in dealing with sensitive, confidential information.
• Ability to handle a high volume of calls and work in a fast-paced environment.
• Ability to translate the request of the patient or referring office into the appropriate action – appointment scheduling or cancelling, message to the provider, update insurance or demographic information – using the tools and protocols available.
• In-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)