Customer Service Call Taker

SUMMARY Under the direct supervision of the Practice Administrator, the Health Information Management (HIM) Call Agent will answer phones, schedule appointments, process referrals, direct schedule into other service areas and relay accurate information to appropriate care teams.

Display exceptional customer service skills andassistthe patienttothe best of your ability.

Agent’s primary responsibility is tobe loggedinto the phone system at all times, focusing on meeting organizational goals and Service Level Agreements.

Ability to accurately document messages and route to theappropriate careteam in real-time.

Ability to follow policies and procedures to ensure all urgent callsare handled and passed off appropriately.

Skilled in multitasking and ability to prioritize urgent needs.

Build positive relationships by goingabove and beyondwith customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately

Identifyopportunities toassistpatients in various parts of their healthcare needs.

General understanding of payers that Montage Medical Group is credentialed with and appointment typesthat patientsmay be eligible for.

Assist Physicians and Medical Assistants as needed.

Financial circumstances

Personal characteristics

Functional or developmental status

Presence of chronic illness or disability

Adheres to patient-centered medical home policies and procedures in conjunction with NCQA guidelines.

Ability to follow strictguidelineand accurately schedule patients directly into other service areas.

Employees of Montage Medical Group are expected to uphold the Montage Values and Service Standards. Montage Medical Group employees find joy in caring for those we service, are dedicated to coordinating care across all settings, take ownership, collaborate to deliver the highest quality care and are entrusted to serve our community with respect

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (“GED”); health care setting, customer service, etc.) and/or training; Experience with medical terminology (e.g., CPT and ICD9 codes) and understanding of medical insurance process preferred and extremely helpful. Computer literate (i.e., be familiar with a PC and basic software, such as Microsoft Windows, Microsoft Word, etc.) Bilingual may be required. PATIENT SERVICE, ATTITUDE AND LANGUAGE SKILLS

The employee performing this position is expected to have superior patient service, speaking skills and a professional attitude. One of Montage Medical Group’s core values is we are a “Patient-Centered” practice. High patient satisfaction and whole-person care are of critical importance and all employees must strive to achieve 100% patient satisfaction and quality outcomes for all patients. All communications to co-workers, patients and clients must be courteous (e.g., “Smith, the Medical Assistant will show you to one of the exam rooms now.”)

He/she is expected to abide by the company’s HIPAA privacy policy.

MATHEMATICAL, FINANCIAL SKILLS AND COMPUTER SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to handle cash transactions and “reconcile” cash drawer balances with computer system reports.

Ability to effectively and efficiently use a computer and related business and medical software. Ability to use typical business equipment, such as fax machine, photocopier, adding machine, business telephone, voicemail, e-mail. The employee must be able to master the electronic medical record and practice management computer system for purposes of patient registration, scheduling, payment entry and certain other tasks. management occasionally runs error-checking reports, and receptionists may not erroneously miss entering patient social security numbers on more than 5% of the accounts that they register). Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS None.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts (medical and office equipment), risk of working with blood borne pathogens, and risk of radiation (from x-ray units or office equipment such as computer monitors). A medical group can be a stressful and high pressure environment. Individuals must enjoy working in such environments and be willing to adapt the pace of their work and output to the patient volumes and tasks of a medical facility.