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Call Center Representative
1 month ago
Job Description - Call Center Representative (PRN) (240001IX)
Job Description
Call Center Representative (PRN)
-
(
240001IX
)
Description
Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Responsible for obtaining and validating patient
information from various sources and to ensure information entered into the computer management system is accurate. Promote customer service
environment.
Qualifications
Minimum Education
High School Diploma or GED (Required)
Minimum Work Experience
1 year Experience performing patient registration and scheduling, medical insurance screening and verification. Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance screening and verification experience. (Required)
Experience in healthcare setting. (Preferred)
Telephone call center experience. (Preferred)
Functional Accountabilities
Registration and Scheduling Services
Provide client support to parent/guardian via phone for any or all of the following: on-line registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department; inform patient/parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation.
Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment; discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.
Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively .
Anticipate customer service needs to "prevent fires."
Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.
Anticipate customer service needs to "prevent fires."
Verifying Insurance/Authorization and Process Improvement
Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY , Mamsi-online, UHC and calling insurance; obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in Account Notes and fields.
Collect and verify demographic, PCP/referring physician and insurance information.
Make recommendations for internal process improvements.
Safety
Speak up when team members appear to exhibit unsafe behavior or performance
Continuously validate and verify information needed for decision making or documentation
Stop in the face of uncertainty and takes time to resolve the situation
Demonstrate accurate, clear and timely verbal and written communication
Actively promote safety for patients, families, visitors and co-workers
Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification
Anticipate and responds to customer needs; follows up until needs are met
Teamwork/Communication
Demonstrate collaborative and respectful behavior
Partner with all team members to achieve goals
Receptive to others’ ideas and opinions
Performance Improvement/Problem-solving
Contribute to a positive work environment
Demonstrate flexibility and willingness to change
Identify opportunities to improve clinical and administrative processes
Make appropriate decisions, using sound judgment
Use resources efficiently
Search for less costly ways of doing things
Safety
Speak up when team members appear to exhibit unsafe behavior or performance
Continuously validate and verify information needed for decision making or documentation
Stop in the face of uncertainty and takes time to resolve the situation
Demonstrate accurate, clear and timely verbal and written communication
Actively promote safety for patients, families, visitors and co-workers
Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
Primary Location
Primary Location
:
Maryland-Silver Spring
Work Locations
Work Locations
:
Tech Hill
12211 Plum Orchard Drive
Silver Spring
20904
Job
Job
:
Administrative Support / Customer Service
Organization
Organization
:
Ambulatory
Position Status
:
R (Regular)
-
O - PRN
Shift
:
Day
Work Schedule
:
Variable
Job Posting
Full-Time Salary Range
Full-Time Salary Range
:
36400
-
54204.8
Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here:Know Your Rights Pay Transparency Nondiscrimination Poster.
Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.
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