Medical Call Center Representative

2 weeks ago

Tomball, United States Prelude Fertility Full time
Our temporary Medical Cell Center Representative will be responsible for providing positive and proactive communications with existing and prospective patients via inbound and outbound telephone calls and email, with the focus on always providing the best possible patient experience. This position handles all established patient incoming calls, scheduling, and phone triage.

This position will begin around April 15th will continue for approximately 6 months. Hours: 7:45am - 5:00pm Monday - Friday

ESSENTIAL RESPONSIBILITIES

  • Delivers superior patient service on all inbound and outbound calls/contacts, emails, and/or chat sessions.
  • Logs patient calls and all activities daily in electronic medical records (EMR) system.
  • Effectively monitor inbound patient voicemails and emails to respond within 2 hours.
  • Actively listens to caller's requests to determine the appropriate type of referral or information needed based on caller's needs and current availability; shows empathy and understanding to patients and consumers.
  • Ability to handle a high call volume of inbound/outbound patient phone calls in a timely manner with a two hour turn around.
  • Follows department guidelines for schedule adherence and ready status to ensure timely caller response.
  • Collect and/or update demographic patient information to include patient insurance detailed information.
  • Maintains daily communication with facility staff to include physician liaisons, office manager, front desk personnel, clinical staff, and physician(s).
  • Simultaneously cross trained to support multiple facilities and physicians.
  • Perform all other duties as assigned.

EDUCATION AND/OR EXPERIENCE

  • High School Diploma or equivalent required
  • Bilingual in Spanish as plus
  • At least one year of experience of scheduling patients in a healthcare setting required
  • Experience using an electronic medical record (EMR) system strongly preferred
  • Fertility work experience a plus

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