Full Job Description
Responsible for providing customer service to incoming callers for all of the offices and scheduling appointments for patients following medical practice procedures. Responsibilities also include collecting appropriate information that is required for the registration and verification process.
High school graduation or equivalent.
1 year related experience.
No special certification, registration or license required.
Knowledge, Skills & Abilities
Ability to type 40 words per minute. Basic computer skills, including familiarity with MS Word and Excel. Ability to use multiple computer intake and scheduling systems. Ability to operate standard office equipment. Excellent verbal and written communication skills.
Primary Duties and Responsibilities
Assesses and identifies caller needs and / or problems with efficiency, courtesy, and documents completely.
Completes call processing in a timely manner. Remains aware of Center volumes and prioritizes calls per contractual service levels. Works as part of the Team to handle unexpected or planned peaks of call volumes.
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.
Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers.
Participates in meetings and on committees and represent the Center and healthcare system in community outreach efforts as required, and service improvement teams.
Performs other duties as assigned.
Processes telephone inquiries and offers options with accurate knowledge of specific program goals, physician, hospital and community services.
Promotes successful marketing of the Center / system by projecting a positive image on the phone to internal/external customers and in the community. Represents the best of MedStar Health at all times and to all customers.
Serves as the primary backup for patient appointment scheduling initiatives. Answers calls and schedules appointments in accordance with established guidelines. Disseminates messages to clinic staff in an appropriate and timely manner.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.