Call Center Representative

Overview:

St. Francis Hospital, The Heart Center is New York State's only specialty designated cardiac center. A member of Catholic Health, St. Francis is consistently recognized by U.S. News & World Report as a national leader for Cardiology & Heart Surgery, as well as for Gastroenterology & GI surgery, U.S. News rates St. Francis as high performing in Geriatrics, Neurology & Neurosurgery, Orthopedics, and Pulmonology. Nursing care at St. Francis is also nationally recognized, with multiple Magnet designations, as well as the AMSN PRISM Awards and Beacon Awards. St. Francis has regularly out-scored other hospitals on Long Island.

St. Francis Hospital is dedicated to providing a supportive environment, committed to the highest standards of patient care, where health care professionals can develop their expertise and strengthen their credentials.

POSITION SUMMARY:

The Call Center Representative/Medical Receptionist position is responsible for scheduling and interacting with patients via telephone, face to face, email, and performs a range of duties which includes gathering required information in preparation for the patient's on-site appointment.

ESSENTIAL FUNCTIONS - PRINCIPAL DUTIES AND RESPONSIBILITIES:

Welcomes all patients and visitors by greeting patients and visitors in person or on the telephone.

Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquiries.

Uses computer systems to refer to existing patient information or set up new patients in the scheduling program. Provides the patient with available timeslots not allowing patients to give times they are available to ensure full use of the physician timeslots.

Maintains registration flow by efficiently moving patients through the process and readying them for clinical staff using EPIC Program.

Communicates all add-ons, delays, cancellations, and "no-shows" to appropriate administrative assistant.

Interacts with patients by answering questions, providing information, and keeping the Reception area in order. Provides support to patients in distress by responding to emergencies.

Responsible for inputting very detailed information on the patient using EPIC. After completion of the call and input of the patient information, representative checks records verifying the details entered and adds any additional notes that may be necessary.

Explains all current fees and patient financial responsibility and informs patient of payment required for existing balances due at or before next appointment.

Provides information to callers on practice policies and procedures such as what is required following physician template, using proper encounter type codes, in preparation for appointment (insurance, id, etc.).

Schedules to ensure efficient patient flow based on predetermined appointment availability.

Secures patient information and maintains patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding, and keeping patient information confidential.

Follows up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.

Maintains general filing system and files appropriate correspondence electronically or manually.

Receives, directs, and relays telephone and fax messages.

Responds to calls efficiently, not put time saving before quality of service.

Must be able to cover Medical Reception/Call Center desk as needed.

Performs other general administrative tasks as directed by team lead such as copying medical records as instructed.

QUALIFICATIONS & SKILLS:

High school diploma or GED required.

Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.

Knowledge of multi-line phone system.

Proficient in computers and relevant software applications and practice management technology including electronic recordkeeping.

Knowledge of customer service principles and practices.

Demonstrated initiative and strong organizational skills.

Exceptional interpersonal communication skills with a positive tone and welcoming body language.

Ability to work independently on assigned tasks as well as to accept direction on given assignments.

Deals with confidential information and/or issues using discretion and judgment.

PREFERRED EXPERIENCE:

Prior Call Center experience in a medical office.

Experience with electronic scheduling system and electronic medical records (EMR).

WORK ENVIRONMENT:

Work is performed in a medical office setting.

Physical demands of position: must be able to sit for long periods of time, must have manual dexterity to work computer systems and keyboard.

Must be able to have face to face conversation with patients and staff.

The pay for this position ranges from $22.50- 24/per hour.

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidates qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, differential pay or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.