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:
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Answer incoming calls promptly and professionally, and provide callers with informationregardingtheir appointments, including preparation instructions and appointment cancellations.
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Interviewpatients/families/referral sources to obtain demographic, financial, and medical information, and use this information to schedule or pre-register them for appointments.
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Prioritize appointments based on guidelines and training, and work with departments to ensure that patients receive theappropriate levelof care.
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Handle incoming patient/family complaintcalls andcollaborate with offices as needed to provide service recovery.
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Verify third-party payer information via the web or telephone, checking if benefits are active or inactive.
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Update theeMRscheduling systemwith patients'financial responsibilityestimates based on their insurance benefits andcontracts andprovide information to patients/families as needed during the verification process.
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Update the referral systemwithappropriate detailsfor Marketing monitoring and reporting tomaintainaccuracyregardingour patient population.
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Ensure that appointments are made with the mostappropriate providerbased upon patient and referral method and/orsourcepreferences.
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Participate in the development and maintenance of scheduling policies and procedures.
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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.
