Patient Call Center Specialist
- Primary function is to accurately triage all phone calls by evaluating their needs to determine appropriate site and provider of care, based on the conversation with the patient.
- Uses appropriate/required documentation (i.e. dot phrases) based on type of call being handled or placed. i.e., Clinical issues, prescription refills, imaging, no show.
- Registers patients by gathering demographic information with the highest possible proficiency and verifies existing data. Upon registering the patient, mails appointment reminder, information packet, and various office.
- Distributes incoming faxes to the appropriate recipients.
- Completes incoming requests from referring providers via telephone calls, emails, in-baskets or faxes and manages their requests and/or inquiries. Accommodates requests for same day appointments as permitted.
- Promptly and courteously answers and screens incoming calls and routes them appropriately according to established customer service guidelines.
- Prioritizes calls using courteous and professional attitude to ensure the highest satisfaction from all callers.
- While providing comprehensive service in an effort to reduce call transfers, redundancy of questions and unnecessary call backs.
- Handles complaints and inquiries by obtaining and evaluating all relevant data. Resolves the caller’s concerns in a timely fashion.
- Coordinates changes, postponements and cancellations with other schedulers so that waitlist may be managed in a timely manner.
- Completes prescription refills as per practice protocol.
- Verifies and/or confirms appointments for patients are needed-PCR.
- Indicates the services of an interpreter when deemed necessary.
- Stays abreast of the practice’s participation with medical healthcare insurances and their requirements.
- Projects an image of professionalism in both verbal and non-verbal communication to ensure a positive experience for patients, providers, visitors and colleagues.
- Assists department management in identifying needs for training and staff education. Offers guidance, assistance and direction to less experienced team members.
- Sends notification to Chart Prep when a new patient is scheduled.
- Previous experience in medical setting
- Strong oral and written communication skills are required for interacting with physicians, patients, fellow employees, third party insurance company representatives
- Athena experience preferred
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