Patient Communications Representative

Job Description

The Call Center Representative assists patients with scheduling, inquiries, or any other related items. In addition, the person in this role provides internal customer service in ensuring phone calls are managed appropriately.

Responsibilities

Responsibilities for Internal Candidates

• Provide a remarkable Patient Experience by consistently using customer service skills to provide positive interpersonal interactions with patients over the phone and by insuring minimal error rates in working with patient
• Efficiently schedule Patients at locations within Marietta Eye Clinic within departmental guidelines and expectations
• Responsible for accurate new appointment scheduling, rescheduling, canceling, confirming classifications with minimal error rates as defined within departmental guidelines and expectations
• Effectively route incoming calls within Marietta Eye Clinic with minimal error rates as defined within departmental guidelines and expectations
• Provide accurate information regarding appointment scheduling, canceling, rescheduling, and confirming.
• Follow up with Patients in a timely manner as outlined within departmental guidelines and expectations in relation to inquiries, referrals, and voicemail messages.
• Monitor appointment queue and prioritize tasks in support of scheduling goals
• Educate patients on secure patient portal services and policies in accurate manner.
• Project a sincere, enthusiastic and courteous image at all times over the phone.
• Maintain patient confidentiality at all times.
• Must be able to handle team conflict in a professional manner as outlined in the company policies and procedures.
• Communicates patient related problems to management within a reasonable amount of time.
• Document messages and create tasks for Triage/Technician-On-Call (TOC), when needed.
• Contact physician or technician to obtain approval for "work-in" or "schedule override" appointments as needed.
• Add patient demographics and insurance information to the practice management system. Information includes but is not limited to, name, address, insurance, email, telephone numbers, primary and referring physician with minimal error rate.
• Advise patient of any special instructions and directions to clinic.
• Must demonstrate proficiency in using current practice management system for registration, check out, medical record request, insurance matrix utilization, chart note documentation, TOC documentation.
• Maintains a clean and uncluttered appearance of the reception and front office area.
• Adheres to office policies outlined in the Employee Handbook.
• Responsible for reviewing emails daily and changing protocol as directed in email and other electronic communication.
• Follows assigned work schedule and hours
• Participates in staff development through morning huddles, staff meetings, continuing education courses, assisting other team members as needed, evaluations and constructive daily problem solving and conflict resolution.
• Perform other related duties as assigned.

Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Qualifications

Education:

Required: High school diploma or equivalent

Experience:

Preferred: Prior call center experience. 1 year of experience in patient registration or related areas in a medical group practice and 2 years of experience in a healthcare setting.