Outbound Patient Experience Representative- PT/FT

4 weeks ago

Amherst, United States Dent Neurologic Group LLP Full time

Dent Neurologic Institute is committed to excellence in all we do. Our culture is built on 4 key pillars: respect, quality, productivity, and well-being. By remaining dedicated to these values and the overall mission, we are dedicated to making a difference for both patients and colleagues. When you join the Dent team, you can take advantage of a variety of benefits:

  • Work-Life Balance(no overnight shifts)
  • Medical, Dental & Vision Plans
  • Life Insurance
  • 401(k) Retirement Plan
  • Critical Illness, Accident, & Legal Plans
  • Wellness Program
  • Learning &Development Opportunities
  • Paid Time Off
  • Paid Holidays
  • Free Onsite Parking at All Locations
Schedule: Monday - Friday 4:00 pm - 8:00 pm

Training Schedule: Monday - Friday day shift, half days

Location: Amherst, NY

Position Summary: Under manager and lead support is responsible for providing excellent customer service while making outbound calls to appropriate personnel (i.e. offices or patient directly), creating new patient accounts, scheduling neurology appointments, and maintaining strict confidentiality of patient information. The goal of this position is to schedule incoming referrals in a timely manner to make sure schedules are maximized.

Responsibilities of Position:
  • Provide excellent customer service in all interactions with patients, clinical support staff, management, and providers
    1. Demonstrate the ability to remain calm and respectful when dealing with all callers
    2. Demonstrate the ability to work well with high call volumes
    3. Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates by professional interactions with other representatives of services at the Dent
    4. Ability to collaborate with coworkers and be a team player
  • Demonstrates a thorough understanding of Call Center policies and procedures as outlined in the training manual
    1. Transfer telephone calls to appropriate locations, departments and personnel within the organization as needed when speaking to patients.
    2. Transfer patients to proper clinical resources for health care questions and to proper clerical resources for non-clinical support
    3. Work with referring provider offices to schedule patients in a timely and accurate manner, to meet both patient and provider needs
    4. Create and update patient accounts with demographic and insurance information
    5. Confirm and cancel patient appointments for all specialties and multiple ancillary services
    6. Schedule neurology appointments and behavioral health appointments through any manner they come in (i.e. voicemail, portal, referrals, p2p, telephone encounters, etc.)
    7. Possess an understanding and knowledge of subspecialty and individual provider scheduling protocols and guidelines
    8. Possess an understanding of injection scheduling protocols and guidelines including when prior authorization is needed
    9. Possess an understanding of insurance participation, co-pays, and deductibles
    10. Maintain strict confidentiality of all patient information
    11. Work with support staff to provide external providers with immediate access to Dent providers for emergent requests
    12. Completes clerical duties in a time efficient manner as set forth by the Manager
  • Functions as a member of the health care team related to patient care by interactions and cooperation with physicians and other health care professionals
    1. Work with medical secretaries, checkout staff, triage nurses, and medical assistants to ensure appropriate scheduling and handling of patient needs
  • Meet or exceed key performance indicators
    1. Meet or exceed expectations for tone, accuracy, outbound call volumes, response times, and average durations
    2. Meet or exceed expectations on monthly call grading
  • Actively participate in ongoing training and development in a professional manner.
    1. Participate in weekly team huddle and monthly team meeting
    2. Demonstrate the ability to review and discuss performance with the Manager
    3. Reports errors or problems in a timely and professional manner so that appropriate action may be taken for patient care
  • Performs other duties as assigned or requested
Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Skills & Experience Necessary:
  • Ability to maintain strict confidentiality
  • Good verbal communication, interpersonal and telephone skills
  • Good working knowledge of medical terminology
  • Good planning, organizational, and problem solving skills
  • Ability to work independently or within a team environment
  • Willing and able to work overtime as required to meet operational needs and perform all duties
  • Availability for departmental meetings, which may require reporting early and staying late
  • Working knowledge of general office equipment including multi-line phone, computer, copier, calculator and fax machines
Required Education
  • High School Diploma or GED
Preferred Education and Experience
  • 1-year experience in a call center or customer service environment preferred
Compensation:
  • Most candidates will start within the first quartile of the pay range
  • Rates are commensurate with experience

EEO Statement

Dent Neurologic Institute offers an inclusive work environment built on kindness and respect for all. Dent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws as the basis for an employment decision. All qualified individuals are encouraged to apply and will receive consideration.

Monday - Friday 4:00 pm - 8:00 pm
20 hours/week

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