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Care Support Specialist I

2 months ago


Lisle, United States Duly Health and Care Full time
Overview

Under the Direction of the Department Lead and/or Manager, this position is responsible for accurate and timely patient scheduling and registration. Provides efficient, effective, quality customer service through a variety of duties including, but not limited to: Appointment scheduling; the collection and entry of patient demographics, and verification of coverage. Maintains the strictest patient confidentiality and adheres to all HIPAA guidelines. Responsible for the accurate, timely, and comprehensive registration and insurance verification of Duly health and Care patients.

Responsibilities

Schedules patient appointments in accordance with scheduling guidelines and policies to ensure accurate outcomes for patients and doctors.

Quality and accuracy (70%)
• Is proficient with scheduling 3 unique modalities or specialties
• Transferring clinical calls to Triage when required
• Cancels and reschedules appointments at the patient's request
• References scheduling guidelines and protocols to assure accurate scheduling
• Review and updates patient demographic and insurance information as needed
• Answers switchboard calls and transfers patients to the correct department
• Sends afterhours physician pages for inpatient and outpatient callers
Phone Etiquette and Call wrap-up (15%)
• Answers incoming calls pleasantly and appropriately using the assigned greeting and name
• Speak clearly and professionally
• Wraps up each call appropriately
Participates in departmental projects, huddles, and meetings (15%)
• Attends meetings as required. Responsible for maintaining and obtaining accurate and current resource material
• Participates in the rotation of department responsibilities and performs other projects and duties related to the organization review

Qualifications
• High School diploma or GED required
• Excellent communication and organization skills
• Previous call center and/or medical scheduling experience preferred
• Knowledge of healthcare terminology a plus
• Basic computer program and keyboard typing knowledge
• Develops and follows appropriate processes and procedures for accomplishing tasks
• Able to balance technical solutions with business and interpersonal factors