Customer Service Representative

5 days ago


Westwood, Massachusetts, United States IASIS Healthcare Full time

Job Summary:

The SMG Primary Care Call Center Agent will be responsible for gathering information from patients to schedule appointments, process referrals, prepare prescription refills, and obtain basic clinical information.

This role will also perform other duties as required by the manager, including appointment reminder calls, pre-visit planning, and rescheduling appointments as needed.

Key Responsibilities:

  • Answer patient telephone calls using defined protocols and obtain necessary information to process the call.
  • Determine the patient's primary reason for calling and process the call following documented protocols and best practices.
  • Follow documented scheduling notes/preferences for each practice and provider.
  • Follow SMG Best Practices by following pre-visit planning protocols to confirm patient insurance eligibility and contacting patients with upcoming appointments that have not confirmed through other means.
  • Responsible for timely, efficient, and accurate documentation in the electronic medical record.
  • Interact with Practice staff and providers to communicate and work cooperatively regarding patient care and coordination.
  • Obtain post hospital and transitional care patient lists and proactively schedule these patients per protocol to be seen by their primary care provider.
  • Assist in chronic care management as needed and/or requested for telephonic appointments with advanced practitioners.
  • Provide patients with World Class service.
  • Act professionally and treat patients, co-workers, and leadership with respect always.
  • Maintains a positive work environment.

Qualifications:

  • High School Diploma or equivalent, associate degree preferred.
  • Call Center experience in a healthcare setting preferred.
  • Athena and Meditech experience preferred.
  • Knowledge of healthcare and/or related products, medical terminology, insurance products, and coordination of benefits.
  • Ability to evaluate situations and escalate issues appropriately.
  • Ability to bring tasks to completion in a manner satisfactory to all.
  • Ability to communicate with others effectively in a concise manner to bring issues effectively to resolution.
  • Ability to multitask, and ability to follow through with our patients.
  • Experience with Excel, Word, and Outlook required.
  • Organizational, time management skills.
  • Ability to think globally about the patient experience.
  • Effective verbal, interpersonal, and written communication skills.
  • Creative, flexible, and self-motivated.
  • Ability to relate positively with patients, coworkers, management, and providers.


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