Call Center/patient Access Representative

2 months ago

Chevy Chase, United States Washington Orthopaedics and Sports Medicine Full time

**JOB SUMMARY: High School or GED required. Associate's Degree or related healthcare certification preferred. One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology. Bilingual in Spanish helpful.**

**Facilitates optimal patient access and maximizes accuracy of data entry for scheduling and clinical messaging.**

**EDUCATIONAL REQUIREMENTS**:

- High school diploma and experience with medical scheduling

**PRINCIPAL DUTIES AND RESPONSIBILITIES**:

- Answer telephone promptly and in a polite and professional manner.
- Obtain and enter accurate demographic information into Medevolve (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 driver’s license/ID).
- Remind caller to arrive 15 minutes before scheduled appointment to complete paperwork.
- Direct patient to website to print out New Patient intake forms prior to appointment
- 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

**Responsibilities include, but are not limited to, the following**:

- Act as a liaison for the patients and the physician office.
- 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/Supervisor/Manager/Medical Assistants.
- Work daily Televox reports: make reminder calls as requested.
- Make calls to reschedule appointments when necessary.
- Provide assistance with mailings and other projects as call volume permits.

**Qualifications**:

- Ability to handle confidential and sensitive information.
- Ability to communicate effectively on the telephone.
- Answer telephone promptly and in a polite and professional manner.
- 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.

**Other**
- Maintains patient confidentiality; complies with HIPAA and compliance guidelines established by the practice
- Maintains detailed knowledge of practice management and other computer software as it relates to job functions
- Attends all meetings as requested
- Performs any additional duties as requested by the Manager, CEO

**Supervisory Responsibilities**

None.

**Typical Physical Demands**

Position requires prolonged sitting, some bending, stooping, and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment is also required. Employee must have normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.

**Typical Working Conditions**

Normal office environment.

**This position is Non-Exempt**

Pay: $18.75 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Healthcare setting:

- Clinic
- Outpatient

Medical specialties:

- Orthopedics
- Sports Medicine
- Surgery

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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