Contact Center Representative

Job Description

Job Description

Overview

Are you passionate about making a difference in the healthcare industry? At MedQuest Imaging, we provide exceptional diagnostic imaging services that improve patient outcomes and enhance the quality of care. As a leading manager of outpatient diagnostic imaging facilities, we are constantly seeking talented and motivated individuals to join our dynamic team. If these attributes align with the job culture, you are seeking - then MedQuest Imaging might be the right fit for you!

The Contact Center Representative (Patient Experience Navigator) is responsible for scheduling of all procedures, registration activities, and gathering and processing of patient demographic and insurance information. 

Salary:  $18.50-$19.75 per hour depending on previous experience

Day Shift:   Monday – Friday

Training (4 weeks):   M-F; 8a-5p

After Training:   M-F; 8:30a-5:30p with an hour for lunch or 9a-5:30p with a 1/2-hour lunch.

Work Setting: 

• REMOTE - Work from home
• Secure private work location
• Access to High-Speed Internet is required 

Responsibilities

• Handle inbound and outbound phone calls. Assist customers with inquiries and issues. Provide accurate information and solutions. Maintain detailed records of customer interactions. Meet performance targets.
• Coordinates with insurance verification and pre-certification to assist patients with insurance questions. Works with center staff to coordinate STAT add-on exams.
• Maintains scheduling knowledge and requirements for procedures. Seeks out guidance from supervisor and teammates when uncertain of procedure.
• Solicits feedback from the supervisor/manager to assess the quality and effectiveness of work.
• Demonstrates a personal commitment to continuous quality improvement through active participation and ongoing dialogue with the supervisor/manager.  
• Organizes and manages time effectively to optimize productivity. Meets departmental scheduling and quality goals in accordance with policy and procedures.
• Possesses the ability to accept change in a positive manner and implement change with positive results.
• Maintains composure in difficult situations. Uses best judgement to resolve patient problems or refer issues to department supervisor/manager.
• Answers phone calls from outside clinicians, requesting information.
• Takes requests from referring physicians scheduling procedures.
• All other duties as assigned.

Qualifications

Education:

High School Diploma or GED

Prior Experience:

1 year experience in a related field

Special Qualifications:

• Ability to understand basic medical terminology.
• Excellent interpersonal and communication skills, experience, and competency in customer relation skills in a professional environment.
• Ability to organize and prioritize work in a stressful environment.
• Ability to work effectively as a member of a team and is self-directed.
• Good problem-solving skills. Basic medical terminology.
• Exemplary keyboarding skills and experience in patient registration systems and familiarity with personal computers.
• Basic knowledge of hospital performed procedures.