Medical Call Center Representative

4 weeks ago

Chesapeake, United States Eastern Virginia Ear, Nose & Throat Specialists Full time
Job DescriptionJob DescriptionMedical Call Center Representative for our busy ENT Practice-
  • CALL CENTER LOCATED IN VIRGINIA BEACH
  • THIS IS AN IN PERSON POSITION- NOT REMOTE

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 EMR.
    • Schedule appointment correctly review appointment date, time, location, and provider name with caller. Know each providers scheduling preferences, and keep all schedules as full as possible.
    • Inform caller of items to bring to appointment, to include insurance card, medications, and office visit fee.
    • Remind caller to arrive 30 min. before scheduled appointment to complete paperwork/tablet.
    • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of our organization. Remain conscious of the length of time you are on the phone with a patient.
  • Act as a liaison for the patients and the practice:
    • Direct calls or take messages for other departments based on company policies and procedures.
    • Use sound judgment in handling calls, especially with upset patients.
    • Have an understanding of when to escalate calls to physicians/practice manager/triage nurse.
    • Service Patients:
      • Route incoming faxes as appropriate.
      • 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.
Qualifications:


  • Ability to handle confidential and sensitive information. (HIPAA)
  • Ability to communicate effectively on the telephone.
  • Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
  • Ability to handle a call center environment; work quickly and multi-task.
  • Ability to exercise good judgment to handle calls appropriately.
  • Ability to demonstrate good customer service.


High School or GED required. One year of experience in customer service and/or related clinical environment preferred, as well as a working knowledge of medical terminology.

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