Call Center Coordinator

1 week ago


Montgomery, Alabama, United States Jackson Hospital Full time
Job Summary

The Call Center Coordinator is a vital member of our team at Jackson Hospital, responsible for providing exceptional patient care and support through effective communication and coordination. This role requires a high level of professionalism, attention to detail, and ability to work in a fast-paced environment.

Key Responsibilities
  • Answer all incoming calls for Jackson Clinic primary care physician offices, handling appointment scheduling, pre-registration, and patient messages.
  • Facilitate patient communication, conduct appointment reminders, and work collaboratively with clinicians, management, and staff to ensure a team-based approach to patient care.
  • Track call volumes to determine appropriate staffing levels and make adjustments as needed.
  • Update patient demographics at each call, confirming mailing address, contact numbers, and insurance type.
  • Schedule continuity of care appointments for all Jackson Clinic Internal Medicine and Family Medicine physicians.
  • Reschedule appointments when necessary to accommodate absences or changes in physicians' templates.
  • Make appointment reminder calls for all non-specialty physician schedules 2 days in advance of appointment.
  • Document all communication using the NextGen template/emailed spreadsheets.
  • Field calls from home health and hospice and send messages to the primary clinical support staff.
  • Handle prescription refill requests by obtaining medication name, dosage, physician, pharmacy, and other pertinent information.
  • Forward requests through NextGen directly to clinical support staff.
  • Receive and document all messages for the doctor or clinical staff using the NextGen template.
  • Forward requests directly to clinical support staff.
  • Contact all patients who were no shows, find out why they failed to keep their appointment, and attempt to reschedule the appointment for another day.
Requirements
  • High School graduate, Certified Medical Assistant from accredited program.
  • Previous physician office, receptionist, and/or insurance billing experience.
  • Excellent verbal and written communication required, telephone etiquette, customer relations' skills, CPT and ICD-Coding.
  • Computer literate, electronic medical record and practice management software.
  • Manual dexterity and visual acuity necessary to utilize the PC and calculator.
  • Ability to sit for prolonged periods of time.
  • Verbal communication and hearing ability to communicate with patients and visitors.
Working Conditions

This role requires the ability to work in a fast-paced environment, with frequent interruptions and deadlines. The Call Center Coordinator must be able to multitask, prioritize tasks, and maintain a high level of professionalism and composure under pressure.



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