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Job Description
Medical Call Center Representative
Principal Duties and Responsibilities:
Principal Duties and Responsibilities:
- Schedule appointments for patients.
- Answer telephone promptly and in a polite and professional manner.
- Obtain and enter accurate demographic information into Next Gen (address, telephone number, name of insurance or self-pay status).
- Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
- Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
- Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
- Remind caller of cancellation/no-show policy.
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
- Act as a liaison for the patients and the Health Center:
- Direct calls to other departments as needed.
- Use sound judgment in handling calls, especially with upset patients.
- Understanding of when to escalate calls to physicians/practice manager/triage nurse.
- Service patients
- Make reminder calls as requested..
- Make calls to reschedule appointments when necessary.
- Provide assistance with mailings and other projects as call volume permits.
- Other reasonably related duties as assigned by supervisor or manager.
Job Requirements
- Experience of 2 years or more in a similar position is preferred.
- Fluent English skills is highly important, other languages preferred.
- High communication skills.
- Excellent computer skills.
- Can adapt to stress times and work efficiently under pressure.
- Accept to work on rotational shifts when required.
Qualifications:
- Ability to handle confidential and sensitive information.
- Ability to communicate effectively on the telephone.
- Ability to handle a "call center" environment: work quickly and multi-task.
