Medical Front Office Clerk

Job Description

Job Description

Department:
PMG Parrish Medical Group

Clinic: Call Center

Schedule/Status:
8:00am-5:00pm; Full Time

Standard Hours/Week:
40

Location:
Titusville

General Description:
Under the direction of Call Center Manager, this position is responsible for being the point person for patients and customers through the Call Center. Responsible for greeting patients, appointment scheduling, insurance verification, collection of copays, filing and phone communications. This position shall exemplify the desired Culture of Choice and philosophies of Parrish Healthcare.

Key Responsibilities: 

• Answers incoming calls from various callers including patients and other healthcare facilities providing information, assistance and support by identifying patients’ and other customers’ needs, clarifying information, researching every issue and providing solutions and or/alternatives. 
• Manages large volumes of inbound and outbound calls in a timely manner by always identifying self and Parrish Medical Group.
• Schedule patient appointments and coordinate care with healthcare providers and clinical staff by scheduling, rescheduling or cancel patient appointments using EMR system. 
• Direct complex clinical questions to the appropriate medical staff or healthcare provider. 
• Verify patient demographic and insurance information. Updating any changes of patient’s information in EMR completing full initial registration information of new patients following established policies and procedures. 
• Follow communication scripts when handling different topics, escalating urgent or emergent calls appropriately. 
• Navigate through patients’ chart in the EMR to locate appropriate information by documenting patient interactions, inquiries and appointment detail requests accurately.
• Maintains daily EMR worklist.
• Follows established call center protocols, including HIPAA compliance to protect patient confidentiality.
• Handle patient complaints and concerns professionally and empathetically, following escalation process to manager when needed. 
• Collaborate with clinical and administrative teams to resolve patient issues, transferring calls or patient casing need to appropriate department(s).
• Inform patients of share of cost or co-pays for all types of payers as requested. verifies coverage under insurance.
• Processes payments over the phone in EMR and in verified patients account to include explaining deductibles and resolving billing disputes by forwarding to the correct department. 
• Helps support patients with portal utilization, support and or new sign up. 
• Monitor and meet performance metrics such as answer rate, average handle time and customer service satisfaction scores. 
• Assists departments with appointment reminders, referral management and rescheduling needs.
• Provide assistance via displaying soft skills such as clear and compassionate communication, patience and emotional intelligence under stress by displaying strong problem-solving abilities and active listening and attention to detail. Multi-tasking and time management a must. 
• All other duties as assigned.

Requirements:

Formal Education:

• High school diploma or GED required. 

Work Experience:

• 0 to 1 year of experience in customer service, call centers, or medical office is preferred.

Required Licenses, Certifications, Registrations:

• None required

Full Time Benefits:
Eligible to participate in a number of PMG-sponsored benefits, including:

• Benefits Start on Day 1 
• Health, Dental and Vision Insurance 
• 403(b) Retirement Program 
• Tuition Reimbursement/Educational Assistance 
• EAP, Flex Spending, Accident, Critical and Other Applicable Benefits 
• Annual Accrual of 104 Personal Leave Bank (PLB) Hours