Call Center Specialist

Job Summary: The Call Center Representative is responsible for providing phone and online support to patients and referral sources seeking care through the Florida Advanced Spine & Orthopedic Medical group. Representatives are expected to interact with patients, providers, referral sources and/or vendors in a courteous, respectful, and empathetic manner, ensuring that all interactions comply with applicable regulations including but not limited to HIPAA, PHI, etc. Primary Job Responsibilities: Answer incoming calls promptly and professionally, and provide callers with informationregardingtheir appointments, including preparation instructions and appointment cancellations. Interviewpatients/families/referral sources to obtain demographic, financial, and medical information, and use this information to schedule or pre-register them for appointments. Prioritize appointments based on guidelines and training, and work with departments to ensure that patients receive theappropriate levelof care. Handle incoming patient/family complaintcalls andcollaborate with offices as needed to provide service recovery. Verify third-party payer information via the web or telephone, checking if benefits are active or inactive. Update theeMRscheduling systemwith patients'financial responsibilityestimates based on their insurance benefits andcontracts andprovide information to patients/families as needed during the verification process. Update the referral systemwithappropriate detailsfor Marketing monitoring and reporting tomaintainaccuracyregardingour patient population. Ensure that appointments are made with the mostappropriate providerbased upon patient and referral method and/orsourcepreferences. Participate in the development and maintenance of scheduling policies and procedures. Maintain proper andaccuratedocumentation of all activities. Other Job Responsibilities: As needed by Call Center Supervisor Education/Certification/Licenses: High school diploma or equivalent is required. College, vocational/technical training, or certification is preferred. Experience: 1 year's previous experience in a call center environment and/or 1 year experience in a medical/dental office setting preferred. Knowledge of electronic health records software or equivalent preferred. Experience with eClinical Works is a plus. Knowledge, Skills, and Abilities: The ideal candidate will have solid verbal and written communication skills, excellent data entry skills, and the ability to effectively handle multiple tasks in a fast-paced environment. Bilingual in Spanish is preferred but not required. Knowledge of medical terminology is preferred. #J-18808-Ljbffr