Call Center Representative

Schedule Variable shifts from 8:00 AM to 5:30 PM, Monday to Friday. One late shift per week from 11:30 AM to 8:00 PM. Saturday shifts from 8:00 AM to 4:30 PM. Responsibilities Register and schedule patients’ appointments by telephone utilizing the physician scheduler and departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff, and other staff in a courteous manner. Ensure patient information is accurately entered into the computer management system and promote a customer service environment. Qualifications Minimum Education: High School Diploma or GED (Required) Minimum Work Experience: 1 year performing patient registration and scheduling, medical insurance screening and verification (Required) Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance screening and verification experience (Required) Experience in a healthcare setting preferred (Preferred) Telephone call center experience helpful (Preferred) Functional Accountabilities Provide client support to parent/guardian via phone for on‑line registration help; scheduling, rescheduling and cancelling appointments; inform patient/parent of departmental scheduling guidelines; reschedule all appointments related to clinic maintenance/cancellation. Notify parent of the need for completed insurance referral form or pre‑authorization prior to scheduled appointment; discuss co‑payment or full payment requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan. Complete calls accurately and timely; transfer calls to appropriate areas; notify manager/supervisor of difficult calls; seek appropriate resources to solve problems effectively. Anticipate customer service needs to prevent issues. Enter appropriate notes and obtain necessary information for complete documentation of all registration printouts, consent documents and other forms. Verifying Insurance/Authorization and Process Improvement Work with insurance companies to verify eligibility and coverage using EVS, ENVOY, Mamsi‑online, UHC and phone; obtain authorization and benefit information; document in account notes. Collect and verify demographic, PCP/referring physician and insurance information. Make recommendations for internal process improvements. Safety Speak up when team members exhibit unsafe behavior or performance. Continuously validate and verify information for decision making or documentation. Stop in the face of uncertainty and take time to resolve the situation. Demonstrate accurate, clear and timely verbal and written communication. Actively promote safety for patients, families, visitors and co‑workers. Attend carefully to important details; practice Stop, Think, Act, and Review to self‑check behavior and performance. Organizational Accountabilities Anticipate and respond to customer needs; follow up until needs are met. Demonstrate collaborative and respectful behavior; partner with all team members to achieve goals; be receptive to others’ ideas and opinions. Contribute to a positive work environment; demonstrate flexibility and willingness to change; identify opportunities to improve clinical and administrative processes; make appropriate decisions using sound judgment. Use resources efficiently; search for less costly ways of doing things. Primary Location: Maryland-Silver Spring Work Locations: Tech Hill 12211 Plum Orchard Drive Silver Spring 20904 Job: Administrative Support / Customer Service Organization: Ambulatory Position Status: R (Regular) - FT - Full‑Time #J-18808-Ljbffr