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Call Center Representative
2 months ago
Description Provide flexible coverage of front-desk and/or call center when staffing needs require. Works cohesively within the Patient Services Department. Maintains confidentiality of patients, administrative, and financial functions Provides patient-focused service and presents positive impression of LISH to both internal and external customers. Manage high-volume amount of inbound and outbound calls in a timely manner. Answers phone promptly; in a polite and professional manner Documents all incoming & outgoing phone calls within the EMR Meet or exceed Quality Assurance Requirements and other key performance metrics. Maintains minimum 80 answered calls and 90% call answer rate daily Schedules appointments for patients: Obtains & Enters accurate demographic information into the EMR Identifies client needs, clarifies information, researches issues and provides solutions. Identifies appropriate insurance as needed and re-verifies accordingly Schedules appointments correctly, clearly documenting the reason for the appointment, verifies entered data coincides with appointments Reviews appointment details with caller prior to hanging up Updates patient registration/demographic info with new/terminated insurance policies, copay information Makes reminder phone calls as requested Reschedules appointments when necessary Acts as liaison between patient and Health Center Staff Directs calls to other departments/individuals when needed Resolves problems and fulfills requests by clarifying desired information; researches and explores alternative solutions; implements solutions; escalates unresolved problems. Understands when to escalate calls to management Processes new patient registration forms, HIPAA, privacy notice, and demographic change forms. Communicates Sliding Scale policy to patients, requests documentation. All other duties as assigned by the Patient Services Manager. I. Supervisory Responsibilities None. II. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. III. Education and/or Experience High school diploma, General Education Diploma (GED), or High School Equivalency Diploma (HSE); College degree preferred. Previous experience preferred. IV. Necessary Skills & Abilities Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Mathematical Skills Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance. Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Computer Skills To perform this job successfully, an individual should have basic to intermediate knowledge of Microsoft Office software (Outlook, Excel, Word), as well as Practice Management and Electronic Medical Record software. Other Skills and Abilities Experience with clerical procedures Should be well organized. Skill and Ability to communicate effectively in oral and/or written form. Understanding and application of telephone etiquette V. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. Qualifications Education Required High School or Equivalent or better in any field of study
