Call Center Representatives

2 weeks ago

Lake Charles, United States PrideStaff Full time

Manage a high-volume multi-line phone system for incoming calls; be the first point of contact for all

  • incoming calls.
  • Must be able to type 27wpm
  • Answer incoming calls in a timely manner according to Patient Access Center SLA's.
  • Route all misrouted calls to appropriate individuals.
  • Utilizes computer systems to enter access or verify patient data in real - time ensuring accuracy and
  • completeness of information.
  • Identifies patients by date of birth and name in EHR system.
  • Creates new account if patient not in the EHR system.
  • Collect and enter patient demographic information within EHR system.
  • Verify and update all patient demographic information in EHR system.
  • Identifies payer source and verifies insurance eligibility.
  • Verify and update all patient financial information.
  • Accurately schedule patient appointments based on scheduling guidelines; If applicable to the
  • appointment patient is requesting, obtain prior exam location and request from facility at the time of
  • schedule.
  • ? Must prioritize patients' needs to determine when an immediate slot should be found or if a patient can
  • come in based on the current schedule for a particular clinic.
  • Manage cancelations, including an event that may need to reschedule a full day, finding and offering the
  • best alternatives for all involved.
  • ? Monitors appointment reminder system: making sure that cancellations are identified and reconciled
  • with the schedule.
  • Provide callers with general visit instructions and specific visit instructions for each clinic as applicable.
  • Send system messages to clinic staff for follow-up ensuring accurate and full documentation and
  • communication internally.
  • ? Answer, respond and document phone calls, requests, and questions from patients in a timely manner.
  • Calls must be accurately managed or redirected as appropriate.
  • Data collection, compiling and organizing incoming referrals & answering phone calls.
  • Schedule, problem solve, communicate, and coordinate referral appointments.
  • Follow communication "scripts" when handling different topics.
  • Other duties as needed.
EDUCATION AND WORK EXPERIENCE
  • Minimum of a High School Diploma and 1 - 2 years of experience in customer service, or equivalent
  • combination of education and experience
  • Proficient with MS Office and the ability to navigate multiple platforms.
  • Ability to type a minimum of 40 WPM.
  • Strong customer service skills with the ability to resolve patient concerns.
  • Ability to quickly survey vast amounts of information to answer customers' questions.
  • Willingness to work hours as dictated by scheduling needs.
  • Ability to set priorities and manage time effectively in a high-pressure and multi-tasking environment.
  • Previous experience in a call center and/or medical practice desired
  • Knowledge of medical terminology strongly preferred.
  • Ability to speak Spanish or other languages in addition to English preferred but not required.
  • Experience working as a medical assistant or other similar healthcare role preferred.
  • Familiarity with EHR systems and practices preferred.
  • Knowledge of HIPPA compliance and various health insurance types preferred.

Compensation / Pay Rate (Up to): $14.00 - $17.78 Per Hour

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