Healthcare Contact Center Representative

3 weeks ago

West Palm Beach, Florida, United States Pelvic Rehabilitation Medicine Full time
Pelvic Rehabilitation Medicine Job Opportunity

We are seeking a highly skilled and compassionate Healthcare Contact Center Representative to join our team at Pelvic Rehabilitation Medicine. As a key member of our operations department, you will play a vital role in providing exceptional customer service to our patients, referring providers, and insurance companies.

Job Summary

This is a hybrid role that requires a unique blend of customer service, communication, and organizational skills. You will be responsible for handling a high volume of inbound calls, scheduling new patient visits, and ensuring that patients consistently understand our mission and can easily book an appointment at one of our nationwide offices.

Key Responsibilities
  • Answering phones via an automated system to respond to all inquiries made by patients, referring providers, insurance companies, and other medical facilities.
  • Achieving performance targets in line with business objectives for assigned areas.
  • Handling existing patient needs such as re-scheduling patient appointments, medication requests, and notifications to our clinical offices as required via telephone calls and written notification to patients.
  • Screening and routing patient calls to other departments efficiently, ensuring accurate patient data is routed into scheduling software (eCW).
  • Listening intently when reviewing patient experiences and care concerns by actively listening, instilling trust and confidence, and conveying professionalism to patients, providers, and staff members involved.
  • Obtaining complete and accurate clinical, demographic, and financial information during the scheduling process, making sure to enter data in the scheduling system and other applications.
  • Collecting relevant caller data on every call to assist with measurement, tracking, and reporting activities to ensure timely patient follow-up and resolution of all appointment requests.
  • Collecting all data necessary for the basic pre-registration and insurance verification and authorization process.
  • Providing patients with prep and other appointment instructions via phone and email as necessary.
  • Sending electronic messages (telephone encounters) to clinical staff according to workflows.
  • Recognizing an emergent situation and triaging calls to appropriate departments (Billing, Clinical, Operations).
  • Collecting relevant caller data to assist with measurement, tracking, and reporting activities.
  • Processing bill payments.
Requirements
  • Confidentiality of Information: This role has full access to patients' Protected Health Information (PHI) and must adhere to all confidentiality and privacy policies and procedures as required by HIPAA.
  • Ability to meet performance standards of a fast-paced call center that handles a large volume of inbound calls and makes a large volume of outbound calls to follow up with website appointment requests.
  • Ability to answer incoming telephone calls in a fast-paced call center environment.
  • Must be able to multi-task (i.e., accurately research and document calls while speaking on the telephone) with appropriate speed and accuracy.
  • Ability to analyze complex provider schedules and workflows.
  • Ability to assess the root cause of the inquiry to provide a first-call resolution - which is often scheduling an appointment.
  • Always maintain positive customer service and articulate well when speaking to patients, family members, employees, and medical staff.
  • Prior customer service experience.
  • High school or equivalent (Required).
  • 1+ years of experience working in healthcare.
  • Experience working with a team.
  • Patient, Yet Persistent.
  • Leads by example, and is a champion of change.
  • Enthusiastic, strong communicator, able to effectively demonstrate empathy when required towards patients and team members.
Preferred Qualifications
  • College Degree.
  • Sales Experience or relevant education and experience in sales-driven customer service is preferred.
  • Previous experience in a call center and/or medical practice is desired.
  • Familiarity with medical terminology.
  • Experience working at the front desk of a clinic, scheduling patients.
  • Strong clerical skills, PC skills, and comfort using multiple programs simultaneously.
  • Strong written and oral communication skills.
  • Effective organizational, time management, and prioritization skills.
  • Consistent follow-through skills.
  • The ability to adapt to change to meet the needs of the clients and department.
  • The ability to work independently and in a team environment.

Pelvic Rehabilitation Medicine is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

Salary: $18-20 per hour

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