Call Center Representative

Call Center Representative

Madison Health is a community-focused healthcare organization dedicated to providing compassionate, high-quality care close to home. We believe our employees are the heart of our mission and are committed to fostering a supportive, collaborative workplace where every team member can thrive.

As a Call Center Representative at Madison Health, you will be the first point of contact for customers and patients, providing high quality service by answering inbound calls, addressing inquiries, scheduling appointments and testing from referrals, resolving issues and documenting interactions accurately. Ensure that patient information is collected and patients are aware of hospital policies and procedures. Participates in performance improvement activities of the department and daily management of infection prevention and control activities.

This is a full-time position. Pay is $16.20 an hour.

Key Responsibilities

• Answer inbound calls in a professional, courteous and timely manner. Assist callers with questions, requests, concerns or scheduling needs.
• Pre-registers patients for scheduled admissions and outpatient procedures, verifying insurance information and making sure a complete order is secured.
• Consults other departments as appropriate to provide information needed for patient safety and care. Answers incoming calls from departments to make necessary patient status changes in system. Distributes appropriate information to departments as warranted.
• Maintain knowledge of hospital services, systems and updates. Provide accurate information regarding services, policies or procedures.
• Document all customer interactions clearly and accurately in electronic system.
• Resolve customer issues efficiently or escalate to appropriate personnel when needed.
• Meet or exceed performance metrics including call quality, productivity and attendance.
• Collects or makes arrangements to collect co-payments and/or co-insurance due at time of service. Records payments in computer database. Provides a receipt for payment to the patient and Finance Department. Refers patients to Customer Service when financial arrangements need to be made.
• Treats patients and families with dignity and respect. Ensures confidentiality of patient records. Interacts professionally with patients and families and provides explanations and verbal reassurance as necessary. Follow HIPAA, confidentiality and data security guidelines.

Required Qualifications

• Education: High school diploma or equivalent
• Experience: Previous experience working in a hospital or healthcare facility preferred.