Job Title: Call Center Representative
Reports To: Supervisor, Call Center
Job Summary: Confirms patient appointments and verifies patient insurance and demographic information.
Qualifications and Requirements:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Job duties may be modified at any time based on business needs.
Essential Job Duties:
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Answers phone calls expediently and refers inquiries to the appropriate parties as needed.
- Schedules and confirms patient appointments over the phone.
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Explains health center procedures to patients.
- Verifies medical insurance coverage and eligibility and expires any insurances that are not active.
- Verifies dental insurance coverage and eligibility, deductible, and maximum coverage.
- Informs patients of account balances and correct billing amounts.
- Notifies patients of insurance co-pays.
- Verifies patient demographic information.
- Ensures accuracy of information in telephone messages and deciphers the correct amount to charge self-pay or sliding fee schedule patients.
- Takes payments over the phone.
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Provides referral status information to patients.
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Working assigned weekends as required.
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Other duties as assigned.
Required Minimum Qualifications - Education, Experience, CertificatesLicenses:
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High School Diploma or GED.
- Three to six months customer service experience.
Preferred Qualifications – Education, Experience CertificatesLicenses:
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One year of experience in a medical setting providing office support preferred.
Required Language Skills:
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Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
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Bilingual in English and Spanish may be required based on current staffing patterns, patient population, and/or duty assignment.
Physical Requirements:
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Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
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Ability to continuously remain in a stationary position.
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Ability to occasionally move about inside the workplace to access files, office machinery, etc.
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Possesses hand-eye coordination and manual dexterity necessary to constantly operate computers, telephone, and other office machinery.
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Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
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Ability to discern the nature of sounds at a normal spoken volume.
Other Required Knowledge, Skills, and Abilities:
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Ability to add, subtract, multiply, and divide in all measure, using whole numbers, common fractions, and decimals.
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Ability to gather data in an organized fashion from varied sources.
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Ability to take direction and perform assignments accordingly.
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Knowledge of prepaid health plans preferred.
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Knowledge of HIPAA and Corporate Compliance rules and regulations.
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Computer literacy required.
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Knowledge of Electronic Health Records preferred.
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Ability to provide excellent customer service by mail, telephone, and in-person.
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Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.
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Ability to display a positive attitude towards patients, providers, supervisors, and other staff.
Work EnvironmentConditions:
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Work environment is typical of an administrative office setting with no substantial exposure to adverse environmental conditions.
