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Call Center Representative
3 months ago
Summary: Call Center Representative is responsible for confirming and rescheduling appointments in the NextGen system for new and established PHC consumers by phone. All appointments must be scheduled in accordance with appointment guidelines. Essential Duties and Responsibilities: Ensure that proper phone etiquette is adhered to at all times when confirming the appointment via phone by announcing: 'I am calling to Confirm/Remind you of your appointment @ PHC, On MO/DD/YR with DR/MS/MR _________@ location, will you be able to keep this appointment.' Ensure that the consumer's address, telephone number at minimum is updated with each appointment in the NextGen system. Educate consumers of services and programs offered at PHC. Instruct all consumers to bring picture ID, current insurance card, co-pay if applicable, and to arrive 30 minutes prior to appointment time for new consumers and 15 minutes prior to an appointment for established consumers. Assist consumers with rescheduling canceled appointments due to a change in the provider's schedule and appropriately document the method of notification in the NextGen system. Select the appropriate appointment event and location. Assist consumers with rescheduling and/or canceling appointments. Verify consumers' appointments upon request. Document when an appointment has been filled or canceled. Telephone or write consumers to remind them of their appointment or cancellation. Document applicable information regarding the patient's appointment in the comments section in the NextGen system. Ensure that each incoming or return appointment is scheduled per the provider's request. Contact the Central Scheduling department immediately when unable to honor an appointment request for further directions. Become and remain proficient in adding exceptions and templates to resources/providers' schedules. Become and remain knowledgeable about the operation of the NextGen System. Prior to ending the call after verifying an appointment in the NextGen system, always instruct the consumer to bring in proof of income documents required to be considered for self-pay patient status. Ensure that arrangements are canceled for patients requiring the service of a translator for language or for the hearing impaired are addressed promptly. Form must be completed, faxed, and note documented in NextGen comments. The translator form shall be filed in the date order for future reference. Education and/or Experience: Associates Degree (A.A.) from a two-year college in business administration or two years of recent related experience and/or training. Healthcare experience is a plus. Must enjoy working with the public. Ability to handle problems involving patients and maintain a customer-oriented attitude. Must be experienced with personal computers and have a willingness to learn new software. Must be able to type at least 35 WPM. #J-18808-Ljbffr
